WORST SERVICE ALL DAY EVERYDAY!!!!!

WHY DO YOU GUYS KEEP ON MAKING PROMISES THAT YOU CAN'T KEEP??? IT'S BEEN EXACTLY 9 DAYS SINCE I WAS PROMISED A CALL BACK FROM YOU LEGAL/COLLECTIONS DEPARTMENT...NOW YOU HAVE THE NERVE TO SEND ME AN SMS TELLING ME THAT MY LOAN WILL BE AFFECTED NEGATIVELY IF I DON'T MAKE PAYMENT....HOW ON EARTH DO I MAKE PAYMENT WHEN YOU GUYS REFUSE TO SENT ME A SETTLEMENT LETTER IN WRITING??? I HONESTLY REGRET JOINING FNB