Lewis Furniture - Poor service

I've been calling the Lewis Soshanguve store to as for a settlement letter so I can settle my account, they kept on saying we are sending it we are sending. I called from Wednesday, on top of that I'm using airtime to call them, they keep on talk to either other customers or colleagues while im on the call. I decided to call the head office they also kept on saying they are sending. Even today I'm still waiting for the settlement letter. What does one have to do so they can be assisted. I mean I want to pat this account and close it off. If you miss a payment they are very quick to contact you they use all platforms to get hold of you but when you want to pay its a different sorry. The service is VERY BAD AND POOR.