Awful service not customer centric

The service is awful Paid up a loan need a paid up letter ive waited since late last year 2020 till this day they giving me a run around you wait for long holding on calls that never go through and when you do go through no one can help you the lines cuts off went into the branch they make me call the same people who cant help me im 2 hours and counting holding on lines just for a paid up letter never knew it requiored me to resort to this. After today i dont have a choice than to get legal representation just for this PAID UP LETTER. if i could i would not rate this company at all it dont deserve that