Unprofessional and don’t do there job as they say.

Firstly they no not get back to a person after how many calls they tell you with in time they will get back to you and you never hear back until you contact them. I have requested a settlement letter which I have eventually received after a back and forth. I made payment on the 5th of this month and was told that they would request a paid up letter the min I confirm payment was made which I did. Today I have made contact which the bank and was told they have received nothing from Brooks n luyt’s. It is so unprofessional. I have even told them I need the paid up letter urgently as I’m busy with a bond application which I now might lose due to there disregard for the clients. I have now wasted a whole week thinking they have emailed the bank.