Bad attitude and bad service

I contacted the vodacom service provider to ask for settlement letter because my account is in arrears and I'm going thru financial difficulties so i decided that before i get a judgement or default under my name i should rather find ways to settle. I spoke to the lady by the name Patricia Ntuli at 12:55, 25.03.2015 reporting to Masibate Ngwako (Team Leader) she told me that she cant help me with a settlement letter because of the status of my account and she gave me an attitude that made feel stupid. after holding on for long she then she will send me a letter with a balance on it, this was at 12:55 and its 13:47 an no letter has been sent to my email. i need someone to take this up and please send me the letter, i don't think that's too much to ask.