No service from Nedbank

I need to request a Paid Up Letter from Nedbank, and this you can only get by phoning. I have been phoning them 11 times and was put through from one department to another. I finally got someone you can sent it to me but it seems that it take the person a week to do that. Not want to phone again I decided to go to the branch. The I was tall that I can only get the letter by phoning and not in the branch (why is there still a branch if they cannot assist their clients) The sales consultant assisted me by phoning on my behalf and it is again 2 days later and still no letter. Why is it so difficult to sent just a letter to a client.