The worst service from MTN

I have been requesting for a settlement letter since morning, the response that I got from the legal dep when i called was they the dont issue such. How can a company so big not provide such. I need to settle this account ASAP. Why cant i get the cerficate of balance . Its frustating and really annoying to deal with this. The calls take long to connect and still i have to beg to be assist. I need the settlement letter as im consolidating my debts and you guys are delaying me, this is so unprofessional