Requests fall on deaf ears

I am absolutely disgusted with the 'service', well lack thereof, that I have received by ABSA. I have requested a paid up letter for my personal loan a total of THREE times already! Each time I phone back they are unable to see my previous request, promise to have it sorted out and have management contact me and it has been almost a month since my first call but I have heard absolutely nothing back! Is it really that difficult to send a client a letter? I refuse to go into the branch, because the service in the branch is surprisingly even worse than the call centre, they have maximum two tellers working at lunch time, so a 1-2 hour wait for a simple letter, along with the stinking attitude of some of the tellers is definitely not justified! Obviously the staff at ABSA need to go for a customer service course, because it has become non existent, yet my monthly fees seem to have increased. Hopefully they will use those funds to hire more competent staff!