Poor customer service, no clear direction

What's crazy is, I've set up a payment arrangement and need assistance obtaining a payment plan confirmation letter. Thats all. I've been in contact with African Bank since last week trying to obtain these letters and they keep sending me back and forth sending me to the branch, who say they do not deal with letters, then the customer service team, who send me back to the branch (for what? I do not know!).

I'm sitting here with no resolution to a very simple enquiry / request.