Pathetic Customer Service

My fiance called their cell centre and got shoved from pillar to post just to get a settlement letter on her credit card account. They then advise her after 2hours on the call to go into the bank to receive this letter. She then went into the bank today sat for 1hour waiting in line to be told to call the call centre to get the letter as they can not help her in the branch. The consultant namely Zondi Londiwe at the hillcrest branch durban is still insisting with her attitude to call the call centre and speak to a consultant . This is pathetic as she does not have the time to run up and down for a simple request as she is leaving in a couple days to Australia this run around has been going on for a longtime since has received her visa. Can anyone or a qualified manager of fnb get this story and get their ducks in order to get this problem sorted out