Settlement and closing of account

I called to have my account closed as I am in the process of getting rid of my debt. I called after transfer the rough outstanding balance and asked for a settlement letter. I was advised that I would be called back within 48 hours. 48 hours has come and gone and yet no one has called I called back and was advised that due to back office issues I was called back. I worked for Discovery for many years and this is not the quality that I have come to expect. The agents handling of the call was poor she gave me no clear expectations. Very sad to to see I really had high hope for Discovery Bank but unfortunately as the DH has taught me if you cant get it right on the front line nothing else matters from a customer experience point of view. Not that anyone at Discovery cares but I invest more than R21,000 a month into the discovery group.