Bad bad service

I called TFG to find out balance o/s on my account I was told it was handed over to vericred, I called the number I was provided immediately and the lady that answered was not helpful at all she promised to send me settlement letter the very same day. Needless to say it is now almost 3 weeks later and I have not received the letter. Please tell me how am I supposed to pay your account if the people you hand us over to don't want to assist?