Failing to contact me.

I have emailed the customer care department countless times and even logged a complaint online. I have sent numerous emails to ask if I can be sent an up to date statement of account my settlement letter. No one has contacted me instead I got 2 calls from your agents chasing me for a payment whilst I have a payment arrangement with you guys and I have never missed a single payment, I have asked the agent countless times why did he contact me as he can see on the system that i am making payments unfortunately he could not provide me with a solid answer. I then again sent another email requesting the same documents my statement of account and settlement letter till today no one has acknowledged the receipt of my email or even sent through the documents I requested. i really need to settle this account as it is the only account that is in arrears and it is giving problems. I also know that when you settle your account before the agreed time you get a certain discount percentage. I was told I do not qualify for the discount I still do not understand why. I also wanted the latest 2 call charges to be waived from my account as there was no use for the calls I have received.