Lack of efficiency and knowledge

Im never so frustrated like I've been the past week..I called dstv on Tuesday last week to request a settlement letter for my price lock plan and I was told there was no one to assist me then I should call tomorrow..I called the next day and the consultant who assisted me did assist and said the turn around time is 24-48 hours..48 hours later I still hadn't received it then I called to follow up on it I wasnt given a valid reason why I hadnt received it till someone gave me credit control departments number. There I spoke to a tshegofatso who assured me I would get it max was friday...friday still nothing still I was impatient...called on Saturday and spoke to Nosipho who explained to me that they received communication that their system is unable to generate them so theyre back up was that they would be done manually which would take longer she said she'll put my account as a priority...well at least there was an explanation.same turn around time 48 this is 4 days later...Today I call again cause I still hadn't received it and spoke to Misundzi who consulted his team leader and I was assured I would get it max in 30 minutes..30 minutes later I call and spoke to Siqebo who told me the same thing.......what is wrong with DSTV can I just have a settlement letter what does it take to get one