bad customer service

I settled my African bank account on the 29th September and ever since the 2nd of October I have being phoning for a paid up letter and have never received same, each time I call the call center someone confirms my email address even gave them an alternative email address but for some unknown reason I still haven't received it. I sent an email to [Email Removed] at 11:15 followed up with her telephonically (which I have on recording) around 14:50 and she promised to email it to me at 15:30 after her email and I sent a follow up email at 16:32 and to date I still haven't received the paid up letter and the account still reflects as active on credit bureau<br> <br> again today I phoned and spoke to Sam Mokgoka (team leader) who advised he will send the paid up letter in 2 minutes but I still haven't received it.