Clients undermined on their request

I phoned and requested for my settlement letter from Nedbank but the shock of my life was that, they told me my request is not the only one they deal with and its not the only one important and they told me that it can take about 48 hours for my request to be solved with no interpersonal attributes whatsoever, they don't have sense of urgency nothing, I even asked them how come my husband asked for his settlement letter this morning today and they sent his letter within no time it was hardly 20 minutes when he received his and he showed me when he received it, so as I am sitting where I am, I am a bit confused as to how do their systems work, are they not working under some systems in place that are consistent and fair to all the clients, personally I am disappointed and feel useless for being treated this way just for asking for my settlement letter.