Poor Service and lousy response

I Got a settlement letter from the bank on 30/12/2015 which I settled the same day at 11:18, I was told to phone the next day to get the paid up letter. I have been phoning every day since and still nobody has sent me a paid up letter, I get transferred from department to department each time I phone. Nobody knows where to get the paid up letter, today I phoned several times and after being on hold for 12 minutes I finally spoke to a guy who informed me that I now have to wait another 5 working days before I can request a settlement letter. When I informed this person that I have been waiting 6 days already he got a bad attitude with me and said I should phone back tomorrow and just wait. I feel this is very bad service, not once did I skip a payment on my loan nor did I mess them around when I asked for a settlement amount. Please can somebody get me some answers.