Struggling to get my home loan closing statement after settlement.

I switched my home loan from fnb to the other bank the process started in July 2020 and the payment for the settlement of my loan was done on the 8th December 2020 and I was told to get closing statement it takes 24 to 48 hours but I'm struggling to get that with this bank. Spoke to the consultant on Friday the 11th December 2020 she said I will get it Monday. I called today Monday I'm being told is still in process. This bank is horrible I'm enough with fnb everytime when I need help I must go via complains.