Nedbank staff attitude

I requested a settlement letter for my credit card on 24th May and was told by Zachariah that it would take 24 hrs for me to get it which I don’t understand why a simple request would take so long. I called Monday morning and was given a different information that It takes 48 hrs and should get it by Tuesday 28th. Today is the 29th still doesn’t have the letter. I called again this morning and spoke to a consultant by the name of Patience who was just not interested in my story, she told me that the letter could take more than 48hrs ( what nonsense is that ) and after I complained to her she just kept quiet and said there’s no need to fight ( really?). I then requested a reference and she refused to give me her surname. I am so disappointed and annoyed about the level of Incompetence with the Nedbank employees. I am being given a different information each and every time I call. I want this letter so that I can settle this credit card and close this account.