Pathetic Service

On the 11 of September, my husband went in to ABSA Sea Point, to get a confirmation letter that his cheque account was closed and no longer active. He did the necessary and it was told it would take 2-3 days to have it emailed to him. He also requested the same via email as a "just in case". To date, no letter. A telephonic query yielded the statement "it takes 10 days, so you must wait". Surely a template exists for this type of thing? Emails to absa action line is not yielding any satisfactory responses. What now? This letter is required urgently. Same letter request from Standard Bank was received in 2 days!!!!