Settlement letter

I phoned on the 9th of May 2023 to request for a settlement letter and was only informed that it will be sent within 48hrs

When i follow up 3 days later was told the account was handed over to the nimble group I contacted them they informed me that they dont have a woolworths account under my name with them

Till now i still have not received it they keep on saying we will escalate it to the relavant department , Iam still waiting

My question is why are they doing this while I want to pay its confusing and frustrating

Please assist as I need it urgently