Inconsistant policy's from staff

This bank always want to offer new products to you and even want to switch your salary to their my world account. So I have decided to close and settle my african bank credit card a week ago and requested a paid up letter. African bank policy is 72 hours after payment reflect to have your paid up letter. Its been past the 72 hours and consultant now says 7 days for paid up letter. In summary there is no way that I would even consider using african bank to be my primary bank, if this is the services which is provided.