Poor service for someone who's using fnb for 15yrs

Wednesday (10am) I requested a paid up letter was informed will receive it within 4 hours. Called again at 16H00 was told before end of the day.. Today i Thursday (10am), (12pm), (15pm) and 16pm All of them saying 1hr will get feedback till when 1hrs I spent my personal airtime for this lies this is unacceptable