Three major problems getting a bank account confirmation letter

I needed a bank account confirmation letter for my businessd account. I app**** in writing with a copy of my ID as instructed on Wednesday 14 August. I had an automatic reply that my request would be sorted out within 24 hoiurs. By the following Monday, the letter had not arrived. I phoned and within a few hours a letter confirming my perosnal bank account arrived. Second problem. Today I spent almost an hour having to speak to at least 5 different people, before I was put through to someone who after a long delay on the telephione sent me the correct letter for my buisiness account. The third problem was the time I had to spend on the telephione to find someone to help me today. The trouble is that now that we have to deal with their call centres we are unable to speak to senior managemernt to tell them about these problems.