Struggling to get a settlement letter for my account

I am very disappointed with the service I have received from Discovery Bank! It takes them more than two days just to provide me with the settlement letter for my account, very disappointed and I honestly regret banking with you.

Yesterday I called at 8:30am for the settlement letter and I was told it will sent within an hour (***). I called again after two hours and I was told the matter is escalated (***). At 16:30pm I called again and was asked to wait till the next day which is today.

Called again this morning at 09:30am, I was told it will be sent after an hour and the consultant promised to contact me in a hours time just to confirm that I have received it. It's been almost three hours now after that call but I have not received the settlement letter plus the consultant haven't called...

I just called again to follow up at 12:15, and guess what? I was told the person that the matter was escalated to is on leave so which means no one is looking into this.

I am very disappointed!!!