Dissapointed in Nedbank

I paid and settled my credit card in July the consultant said i would get a paid up letter in 7 working days it is now over 30 days. I call every week and they promise the gentleman working on it would send it. This morning i called and Spoke to Angela Ngcobo who would not give me the gentlemans name kept on saying him. How do you guys work really. Please send me my letter.