Desperately wanting to close TFG account

Struggling to get a settlement letter from them. Contacted a lady called Almarie on tuesday 19/09/2023. They keeping sending sms's about attempting to get hold of me. But nobody actually attempts to get hold of me. I want to pay this account up and settle them as soon as possible. But now they not sending the letter or contacting me. Prior to requesting the settlement letter they kept threatening me so I have no idea why they refuse to assist with settlement letter. I have called emailed but no response. This is not fair.