Settlement amount

I am a very upset customer I have been begging for my settlement amount since yesterday and I dont have the cell number I been giving my ID number is it so difficult to get a settlement amount just to pay off my debt i honestly think the service is pathetic the guy i spoke to yesterday refused to give me the reference number of the call

I'm sent from pillar to post i got assistance for this from cell x in t min with you guys it's an issue!