worst service ever just for a paid up letter

My Wife has been trying to get a hold of the personal loans department to get a paid up letter and she eventually got a hold of Nedbank only to be told that she must email them the information and call back to remind them what needs to be done today we get an email to say that the details is incorrect now when we call back someone answered and cut the call we want a letter stating the account has been closed also note my wife was retrenched and when we did the application to apply for the retrenchment plan they said someone will call back in 24 hours and there was nothing done to date and we did the application last year you guys are the worst to deal with and trust me we wont come back to you for any sort of business