Uprofessional Credit card settlement department

I have asked for the credit card settlement letter since November 2021, I tried again this year May 2022 and July 2022 and still nothing.All I'm getting is the email that the card payment is overdue.All I need is the settlement amount so that I can close this account,my experience with this bank is nothing but torture.My card was changed years before its expiry date without any notification, tried to swipe at some shop it declined only to find that there was a new card waiting in the branch which I knew nothing about.Now I'm asking for settlement letter,they call me to deliver a new card!!What a joke😡😡