Poor client service

I called on the 23-03-2023 and requested settlement letters for all the products I have with them. They said it will take 24-48 hours for me to get them. I have 4 products with them, I told the lady on the call that it’s personal loan, revolving loan, credit card and overdraft. But to date I only received for credit card and personal. They are delayed my process with the other client. I want to settle all at once but they are busy debit my account of which at a later stage will be saying I must call a request for a refund.