Very very very Bad service

The worst company ever, I am under debt review, I called multiple times to get a settlement letter none of them can pick up my Identity number on their system. I then had to think for them that my account has probably been handed over, when I ask them to put me through to the collection company or provide me with contact details I'm simply told they don't know where my account has been handed over to, the staff is rude and just hangs up on clients while speaking to them. I really don't know why I have to beg and chase after a company in order to make payment.