MBD poor customer service

Calling for a settlement letter they make you wait long just to get the letter. I called Wednesday last week and when I called Monday following up since I've not received anything I was told there's no records of that I must wait again. I don't understand why must I wait long just for a letter with a total of my debt. The worst part is I'm busy with consolidation and I've got other letters from other companies without a hussle, this delay could cause the other letters to expire as they need all my settlement letters in order to continue.