Waiting Aimlessly for Settlement Letter

It's so frustrating that when it's time to make collections that Ver-Tex will call you every day to harass you to make payment and will go as far as threatening you with legal action. But when it comes time for me to get a settlement letter after having paid, it's the complete opposite. There is no sense of urgency and I've been calling every day since October 1st trying to follow up and keep getting told the same thing. "Okay let me send a follow up to the relevant department because we see that you should've received it by now". I really want to put this behind me but I settled the amount a month ago and I's still struggling to get a simple letter. I'm at the brink of giving up and filing a Complaint with the Credit Ombud.