Poor Service

Nedbank is dying slowly 😢 they went from bad to worse and they never fail to disappoint me. I made a payment for the loan I took with them now they not sending settlement letter it been more than a month waiting for them. Everytime I call it the same thing. Today I decided to go to the branch they keep on telling me the same thing. ALL I NEED IS THE SETTLEMENT LETTER BATHONG IS THAT HARD TO ASK?