No customer service skills

I Called in requesting a paid up letter, the consultant then told me she is sending me a pop up I need to accept, I asked her to which number are u sending it.. Her response was how must she know, as she can't see. With that being said she can help me cz clearly I no longer have that old number.

Very sarcastic, raising her voice at me, refuse to assist me and drops the call.

I then make a 2nd call, requesting a paid up letter yet again this time around I'm asking the lady 8f it shows on her end that the account is now paid. This lady with an attitude asking me is that not what you requested.. I rep**** yes.. Only to receive a statement which was not updated. The issue I have here is they show absolutely no respect, no customer service they are so annoyed as if they doing me a favor.... Unacceptable are they not being monitored or is this just how African Bank customers are being treated.

Still I have not received my paid up letter, clearly this was not even checked before forwarding it to me.