disgraceful service

After finding myself in a bit of financial difficulty, and being on debt counseling. I worked on paying off all my debt, I contacted Nedbank to request a settlement amount which was given and I also requested a settlement letter. I paid the outstanding money but after requesting my settlement letter numerous times I still have not received my letter. I have called numerous times and all i get told is that it will be sent within two days however it has been months now. My debt has been settled and Nedbank has confirmed this however they keep saying I will get my letter but it would seem to me that they will never live up to their promises..