Settlement letter Poor Customer Service

Terrible customer service from their customer care service consultants. 1 star is too much. I called to request a settlement letter as ive once had an encounter whereby I was double charged on my account. I recently paid it off and requested a statement showing that its settled or a settlement paid off letter, the lady asked me to hold for a long time and then **** by saying they have sent it, I asked her to which email only then she asked for my email, meaning she ****. She then said they will send it and I told her I'll hold. Whilst holding, she **** again and said they sent it; it's been 6 hours since waiting for the email. Truly disappointing. When it's time to pay, the emails sent are streamlined, and the calls too. However, when you request something so simple, it becomes a problem.