Incompetence at its best

I called last Wednesday to request a settlement letter and was told that it could not be sent as you people were running Financials or whatever which is fine but the lady said she would request that the settlement letter be sent to me on Friday. Friday comes and no settlement letter, so I call back and speak to the same lady who says she has put the request though for me to receive the settlement quote. Fine, I wait and guess what no settlement letter, can hardly say I'm shocked. So I call again on Tuesday speak to the same lady again who says I should have received the settlement letter bit gave me the amount over the phone and said if I make an immediate payment which I pay extra for, the funds will reflect later that day, which will give you Clown enough time to cancel my debit order. I send my proof of payment through and make an immediate payment as soon as I put the phone down and get notified that the funds will reflect on the same day. I call this morning to ask if my funds were received and if my debit order was cancelled and some stupid woman is first shouting in the background and then decides to greet me.. very very professional. Then she tells me that all payments take 2 working days no matter if I made an immediate payment and sent my proof of payment through. Like what the actual full, now my debit order is going to go off for a fully paid account and I'm probably going to wait forever to get my refund because of something I did that was advised by your members of staff!! Why do the customers always suffer when it comes to you ****ty companies hiring *********** people!