Poor customer service

I had a loan with them and about 2 weeks ago i had settle it in full called them for a paid up letter they said it will take about 3 days to reflect( transfers from fnb to fnb is immediate) i let it slide call them again they said someone will call me and will email the letter, have t heard anything since. You call wait in the que only for for someone to answer and drop the call, you chat online with them they say they cannot assist. Pathetic service from FNB