Settlement

I have requested a settlement last week Tuesday at the bank, and was instructed that it's only done over the phone. I was told that the settlement is going to be emailed within an hour and a week later I'm still waiting. I've sent a secure message via internet banking and still nothing. I went to the bank again and was told I have to do a follow up call this is done only over the phone, in which I was on the call waiting for over 30 minutes without being assisted. No wonder this bank has lost it's status in the Big 4 to Capitec, it's due to inefficiencies like this which are ultimately charged on customers. These delays are very convenient for Nedbank, as each day I do not get the settlement I'm being billed interest.