Pathetic service

Last week I contacted the Nedbank Contact centre requesting a paid up letter for my bond account.Getting through tp the relevant department was a mission as I was transferred from pillar to post as for the authentication process I have no words ended up being disconnected. Three business days has passed and still have not received a paid up letter i contacted nedbank again and have been transferred to 5 agents with no success and eventually got through to home loans but the agent said she was restarting her system.It's been 20 minutes she hasn't given me a call as promised.