*********** staff

I have a mobi money account with capfin, on the 27th my account was debited. I phoned in at about 10am on the 29th to request a paid up letter. The consultant said no problem i will receive one, i then asked him how long it would take and he said the turn around time is 2hrs. After nothing was received as promised, I phoned capfin again at 5pm and a other consultant said that a paid up letter cannot be issued as my account is still active as their is a balance of R2 and that it has to be forwarded to the accounts department so that it can be corrected and then a paid up letter can be issued. My question is this...why didn't the first consultant do what needed to be done and inform me and if I didn't enquire as to why I didn't receive the letter i would still be waiting. 2hrs turn around more like 2 years.. The staff needs proper training or are capfin hiring *********** people