Waiting in line on whatsapp chat from African Bank for 3hrs+

I have been with African Bank for about a year now and I've been reluctant to join as I've seen and heard that their customer service via email and whatsapp chat is terribly slow. I've had a few instances where I used whatsapp chat, sometimes slow sometimes ok, never excellent though, but this morning is just ridiculous. If there is a system error or something like that, usually a notification will be received but today, just a "our consultants are busy please continue to hold".....I've been on hold since 8:06 it is now 11:12 ..... I have made a loan settlement payment, luckily that has reached the loan account and now I want a paid up letter. The app doesn't want to generate the letter. I'm not getting any email replies and I've sent an email regarding this on Friday already, to the email address given to me. What's going on. This is the second time I feel I just do not want to continue business with African Bank. African Bank's technology is awesome and the options there are for customer use etc, but customer service....forget it. And if I say please don't call in my message as I'm at work. What happens....African Bank phones. No sho....please can someone just attend to this enquiry. If my other credit account is paid up I'm done with African bank. It is so unpleasant having to battle with something simple like this. I am with three other banks too and I can only say the complete opposite from them....their customer service in general.....super. African Bank doesn't come close.