Not able to provide settlement letter

I contacted the Credit Card call centre on 25 Feb to get a settlement amount. I was told to wait 24 hours for the payment to reflect. I made payment on 26 Feb. I then contacted then to try and send through a proof of payment so that I could get the settlement letter. I was informed that they could not do this and that I now had to wait 48 hours for the payment to reflect. Phoned them back on Monday 02 March, and they confirmed that they could see the payment and that the account had been settled. When I requested the settlement and closure letter, I was told that it is on the \system"but could not be printed or emailed to me and I had to wait a further 48 hours for the letter to be available. How can no one in Nedbank print or email a client's settlement letter when requested? I have a right to receive that letter as I have settled the account in full. This is completely unacceptable. """