Worst bank for clients

I just need to understand why FNB makes It hard for their client to get their personal loans settlement letters? it is such an innovative bank, but the system makes it hard for to just download a letter??! I have to wait for days, and it still needs to go to admin department what is this? What did we do to deserve such horrible experiences just to get a settlement letter. Now I couldn't get the assistance I needed today because FNB always has stories. I could have settled both my loans today due to this horrible, worst bank ever I couldn't.