Personal Loan Settlement

I have now tried for two days in asking for a Settlement letter as i want to settle this account. Yesterday i was transferred from one dept to the next. I spoke to 9 different people over a duration of 47 minutes. The service is beyond pathetic and all i want is the correct information to settle this account. Today i phoned 3 times. The automatic answering machine picks up and once it rings for you to speak to a consulatnt the line drops. So frustrating!!