Promised service not delivered

I recently switched my account to FNB as I was promised wonderful service with premier banking from them. I required a confirmation of bank account details letter and requested it on Saturday. The premier banking consultant then said that they will request the admin department to send me the letter. By Tuesday I received no letter so I phoned again and the consultant said he would request the letter again. He followed up with me on Wednesday as the system showed the letter was emailed but I still did not receive it. Today I phoned once again as I required the letter today. After phoning the premier banking call centre more than 10 times they were to busy for my call so I phoned customer care. After informing her that I required the letter urgently she said they will send it again and I even gave a 2nd email adress in the hope that I would now receive it. Still havent received the letter. My boyfriend who has the same account is experiencing the same problem. The service is poor as we were promised that obtaining letters of this nature would be easy and simple and we would never have to go to a branch. Seems like we would have to go to the branch after all to close our accounts.