Poor banking service ever

Nedbank Credit card Legal has a very poor service ever, I have been waiting for a paid up letter for 9 days now. Every time I AM Calling they are telling me the letter is on system they are waiting for admin to send it to me. I am so angry and annoyed right now, this letter us very urgent but to them it seems like it's a joke. I have called them many time with my airtime. I will never ever recommend them they have a very poor service.