No arrangement letters allowed?

I call to get an arrangement to pay up my account and everything goes well until I ask that I receive a confirmation that this arrangement is now in place. um no we don't send arrangement letters....ok then don't, just send a mail saying I spoke to you and we agreed on this....ummm no we don't do that. if you need confirmation call us again and ask for the call to be pulled? wow inefficient much?! Somebody at African bank needs to investigate why .