FNB - Service delivery

I requested a paid-up letter on Monday, 7th of April 2025. The mail said that they will respond to my email in 3 working days, we are on 4 working days, and I still have not received my paid-up letter. I also went into the bank, to get a statement and the lady was so rude and didn't want to assist on the request. I recon, it is my stuff why can't they provide me on the request information.