Bad service actually the worst service.

I have an account wit Truworths. I called them towards the end of last month wanting to get my settlement balance and I was advised that it was handed over to MBD. I then called MBD and I was told that they are not able to send me a settlement balance as an e-mail with a settlement e-mail was sent to me 2 weeks before via e-mail. I then conveyed to the lady I needed something in writing in order to make the necessary payments as I can't take those details over the phone. Well up until now I have received nothing. This morning I received an sms asking me to call MBD quoting reference number ********** ********** when I called and quoted the reference that number is not listed under my name. Truworths please then explain to me how am I ever gonna pay my account with you If i'm not being assisted as none of you are willing to assist me. I'm trying to do the right thing and pay but NO no-one is willing to assist. When I called MBD this morning I spoke to Zintle and when I told her that the name she's quoting isn't mine she became rude and defensive asking me for my name if I claim this isn't mine. She subsequently hung up on me. Please tell me why would I call only to dispute the fact that I have a handed over account?