Always unable to assist

Guys honestly this bank is just pathetic. I went to the bank today to pay up a loan and get a letter stipulating that the loan has been settled. Before I did the payment I called the loans department to make sure this is possible and they assured me that I will receive the letter within 4 hours. I explained the urgency of the matter. I received a settlement letter for the wrong loan. I called again and spoke to Lutando and he advised me that I called the wrong number he gave me the number for the correct department and it was the exact same number that I called. He send another request that I now have to wait for again after I initially told FNB this is very urgent. FnB always a disappointment.