Bad service

i went to the branch at Protea gardens mall to get the settlement of my credit card account on the 08/12/18, i was advised to call the call center which i did. i was promised that i will receive the letter on Monday 10/12/18. i did not receive the letter. I emailed their complaints division on the 12th and 13th December requesting for my settlement letter, still i did not receive any feedback. What is it that one has to do to get as settlement letter to pay them? Their service is pathetic from the branch to their complaints division, so i need to know from them whether i am going to get the settlement letter or not?