Product: Bank account or service

I have been a victim of identity theft, in year XXXX I filed identity theft report at XXXX Police dept., city I live in. Couple months ago I send an e-mail to XXXX police XXXX XXXX XXXX, because my report was not been reviewed properly. 
Here 's my situation with XXXX of the well-known financial institution Wells Fargo Bank. I apply for credit card, my application gets decline, because I have outstanding ( overdrawn + fees ) on XXXX of my Wells Fargo checking account ending xxx XXXX since XXXX XXXX. This affects my credit report. 
I 'm trying to take care of this situation ; on XXXX XXXX XXXX I went to Wells Fargo bank located at XXXX XXXX XXXX, XXXX Ca XXXX. I spoke with representative named XXXX XXXX, we tried to apply for secured credit card, and bank denies stating outstanding balance of - {$860.00}. 
We called Wells Fargo collection dept. I spoke with gentleman named by XXXX ID # XXXX. Over the phone he offered me reduced settlement that will bring balance down to - {$430.00}, per XXXX, if I pay this amount within 90-days. We agreed to terms over the phone, XXXX mentioned our phone calls are been recorded, standard procedure. In good faith I moved forward and made {$50.00} dollars payment right on spot. 
On XXXX XXXX XXXX I went to Wells Fargo bank, this time I was able to meet with my regular banker XXXX XXXX, I updated her about my meeting on XXXX XXXX XXXX. To avoid any future altercations I requested for settlement offer in written, similar to a letter that XXXX XXXX send me on XXXX XXXX stating my account will be closed due to outstanding balance. Besides it 's a standard bank procedure to have everything document and written, since when bank starts doing business based on verbal without providing customer a copy? 
I mentioned to XXXX that as soon as I get settlement offer letter I will pay off remainder balance. We made phone call to Wells Fargo collection dept. Spoke with some lady at Wells Fargo collection dept. she insisted giving out any settlement offer letter. Her manager named XXXX got on phone and insisted in providing any documents regard to settle offer, this makes me very nervous and uncomfortable. This is not the way bank operates ; absolutely I do not feel comfortable. 
I asked XXXX to speak with branch manager. We met with branch manager XXXX XXXX, he seemed to understand situation, and promise to escalate to their higher office, XXXX XXXX asked for 7-day time for him to make some phone calls and follow up. But, XXXX period ended on Monday XXXX XXXX XXXX. 
XXXX XXXX XXXX came and gone, I did not get any update regards to settlement offer letter. 
On Tuesday XXXX XXXX XXXX, I went to same branch, XXXX XXXX XXXX, XXXX CA. I asked XXXX and manager XXXX for update. Per manager his trying to do his best, there are no updates, he is going out of his ways to fulfill my small request, he will call me when and if there is any update. 
Is this type of service a well-known bank that operates on public trading does business, without paperwork? 
Obviously I 'm not happy, by now it has raised all my alarm, feeling very insecure dealing and working with Wells Fargo, why are they trying to hide information? 
I 'm trying to take care of outstanding balance that is now impacting my credit report. I asked for Wells Fargo escalation dept. contact information, I was given name XXXX XXXX, and his admin named XXXX, phone # XXXX. I called XXXX while at Wells Fargo branch left voice message. 30-minutes later I get phone call from lady named XXXX, explained her all details. She took information and will look into this matter. 
I got back home, around XXXX I received call from XXXX stating she has contacted collection dept., and they will not issue any kind of settlement paperwork. I asked why not? see attachment.