VERY DISAPPOINTED - cant get proof of banking for visa application

Very disappointed with Capitec service - we visited a branch in person to obtain proof of bank account for visa application purposes. They were unable to assist at branch level and "escalated" the issue. 3 days later we still haver no letter mailed to us. On calling I am told that the person we dealt with wasn't in and that there was no record of the issue. We have lost 3 days and I was told this morning that they will escalate the matter further and we should wait 3 business days for a response. Seriously?!!!!!! How hard is it to get a simple proof of bank details mailed to a customer. I did the same thing at Standard bank and received instant help. VERY disappointed in Capitec - when you need them, they are not there for you!