trully bad and ineficient service at MFC

I have been trying to get a closure letter from MFC a Division of Nedbank and that was since last week the 11 Feb 20 and until today I have not received any letter. I call every day there call center and everyday they tell me different stories that it will take 48hr and other say seven working days - today I call and the lady that answered my today is saying that I requested this only yesterday. I am truly frustrated with the lack of service I am getting from MFC, my account is settled but they still send me debit order reminder, if they going to debit my account that I will struggle to get my money from them