Disgusting service

After calling in for a settlement amount on my loan i was told i would receive confirmation of settlement within 48 hours. I paid the settlement amount given the same day via eft. After not receiving the settlement letter more than a week later i called in to the call centre, confirmed the payment was received, the loan had been settled and i would receive the settlement letter immediately. Today i received a sms stating there is a balance outstanding on the loan so i called in to the call centre once again, after holding for 10 minutes to speak to a customer service agent (was on hold for 3 seconds when choosing the option to apply for a loan) i was told the error was my email address was captured incorrectly. How is that possible when i have been a customer for a few years, spelt the email address out to the agent using phonetics? I was told it will be sent again (STILL HAVENT RECEIVED IT). I was placed on hold AGAIN regarding the sms i received, after holding on for 5+ minutes i had to drop the call. Your service is getting worse every year! Other financial institutions are giving much better sales and after sales service so dont be surprised if the worst becomes a reality.