why after 5 years I get 3 day of hell

I have been calling for the past 3 days, I need a settlement letter. Eventually yesterday I was able to go through and speak to Katlego . I waited for the settlement letter as I didn't want to wait again. She typed an email while I requested to have a log and pdf format. She promised to do it before the end of the business day. I did not get feedback, emailed her and she decided to ignore them. I called today, another agent said she could assist she said I must hold and she came back to me to tell me that Katlego can do it I must send an email. The call got cut off she never called. Can I get someone to please assist with this.. I have been with Cell C for more than 5 years, why now do I get such a horrible service?