Settlement letter hustle

I want to settle my more time account; I have been requesting settlement service request logged and closed. i have a more time account which has been in arrears for long ,I have managed to get help to settle the account ,I am in need of a 'SETTLEMENT LETTER,NOT THE STATEMENT" ,Tyme bank insisted that I use the balance reflecting on the statement I have forwarded earlier to pay off the account and that Tyme did not issue settlement letters, I then requested an exception since the third party needs the letter detailing the outstanding final balance, a service request was logged last week ,a day later it was closed I was referred to their the app the and internet banking, to print and the app only shows the balance owing, I can’t print the letter there.