Poor service delivery

I am very disappointed with the service that I received from FNB. I requested a paid up letter on the revolving loan that I had with FNB and was up to date when I paid it up. I have been calling everyday since last week Monday every consultant that I have spoke to have promised to get my query but they don't, they act like they care and promise to help you further but as soon as they close your call they forget about you. Just because I don't have millions on my account does not mean I must not get a service that I pay for.