Pathetic Customer Service

So I requested a settlement quote on the chat box and settled my account . Decided to call today as I received no feedback or anything to obtain my paid up letter, so early 8h30 spoke to Siphiwe and client service whom after providing with my details he just said this account is handed over and transferred my call giving me no chance to even ask what he meant, I was wrongly transferred to Debt Review department where I was assisted by Precious and she was also surprised why was I transferred to her space. She then advises that I need to call tomorrow to get my paid up letter. Why must I keep calling for my paid up letter? I do not have time to be calling unprofessional agents who don't know what to do so early to transfer me to incorrect department. All I need is my paid up letter.