Bad Attitude and service

My nom has a loan with this company and she has been trying to get a settlement letter since Monday as she is going to pension she wants to make sure that all her accounts are settled but she has been dealing with the most unhelpful and rude staff members from direct axis customer services. On Monday she called and requested it she was advised that she will get it after 48 hours , On Wednesday she called in and she was advised that it will be sent , the said letter was sent on yesterday and was actually dated for Wednesday.which is now invalid. how can that be done. she has spoken to Anelisa, Vuyo and the rest of rude and *********** staff. Yesterday when she called in again she was told to wait anther 48 hours. Does this company wants the mney or do you enjoy milking her while she wanst to settle. I will be advising her to reverse the debit order. anyway she is turning 61 and going on pesnion I wonder where will you get the money from then. Please can she get the letter today or I am taking the matter to the Credit Regulator and Ombudsman. Please stop bullying my mom as you will not succeed