Terrible service

I have never in my entire life seen such horrible service. I have been asking for settlement offer letters for almost 2 weeks now and no one can help. I’ve been sent from pillar to post and have used over R200 calling in and sending emails daily. I even contacted Nimble on Facebook and was promised a call back. Till now nothing. It actually seems like they do not want me to settle my accounts so that it can just keep on accumulating interest? Is this your game plan? Is it even legal?