VVM Call Agents POOR Services

My wife had poor customer service from the call agents in regards to her Jet store account that was handed over to the attorneys for collections. I made sure I paid all remaining debts on her account so she can have a clear credit record. This was done in November 2019 and now the agents keep making empty promises that she will get the paid up letter in 2 weeks time then again she call after 2 weeks with no luck. My wife called on numerous occasions and spoke to Nokuphila, Zandile and a very rude guy named Gerald that was rude to her and hung up the call. I personally called on the 18 May 2020 and spoke to Dipou and she promised that my wife will get the letter within 21 days which I don't understand what their turnaround time frame is as a big company like this. There's now 7 days left of the so called 21 days and still no letter received. I hope the Director of the company can pull his staff together because they pulling the company name through the mutt. All we want is good customer services and they must keep to their promises. My wife can't apply for anything because the POOR CUSTOMER SERVICE FROM VVM Attorneys, and delaying me as her husband.