Udate letter

I am so disappointed and frustrated @ this time . How is it possible for a fanancial institution so big as Nedbank to not have a specific department that one can call to just get a paid up letter ??? 3days later after being on the phone with numerous consultants, 3 different emails amd the one was rep**** to but , just to say please assist the client . HOOOOWWW???When the roles are reversed than they " who ever they are " can quickly send a mail with a letter . On top of that. One get phone calls for credit or loans which you tell them no thank you bit , the one thing that is needed. A simple letter ? 3 day???... pathetic...really.. home loans does not have a department that can type this on a letterhead after confirming all ones details???