20 Day for refund 20 days to get a account closure letter

I feel I do not want to be service the way the company service it's customers and I will never buy or take any product from this company special after being sent from pillar to post. Nobody knows what I they suppose to do when it comes to customer complain departments, some call centre managers tells me she is in charge and I must just listen to her. How do you listen to someone who is not helping you with the problem telling me that it takes 20 days to get paid up letter. In the mean time the sales consultants for me every day for new product. So this company rules is to sale not service current product. As I am always being told the a settlement letter takes 10 days. This is not a great service, and they still does not sent the letter. Ended up paying money straight to this account because I am tired of waiting since 2015. Now that I paid the loan I must wait 40 days floor the account to be close. What kind of service is that. Now I am suddenly told to call Wesbank. I did not take a loan with Wesbank. Whether it's a division of Wesbank that's not my problem just need to get a closure letter and my refund that's all I need. Why does people who work for your company feel they own customers and they can say what ever they want and get away with it. Just because it's call centres and customers are not allowed there.