poor service

I called nedbank on friday to get a settlement letter because i want to settle my account. I was then told to speak to collections department so i can get a letter. I was transferred to collections did a secuirty check and was told the letter will be emailed to me. Today is wednesday and i still did not receive it and when i called to follow up now i was told the settlement letter wasnt even requested in the first place. This is bad and poor service from Nedbank, does the people working there not know what they are doing or do they just saying they doing things so they can get rid of us on the phone