Bad customer service

I called FNB business banking to request a letter confirming my business account and 3 month bank statements, the lady i spoke to kept me on-hold for more than 15minutes, i decided to end the call , she didnt see a need of calling me back or send what i have requested, we were actually done with my request, she asked me to hold why she is preparing the letter . i am asking myself that don't FNB have a template readily available? This bad service i have received , i needed the information ASAP.