Poor customer servicce

On 31/12/2018 called RCS personal loan department requesting settlement letter with banking details. The consultant advised me that she will request same which will be sent to me in 48 hours with the quoted amount she gave me. I have still not received same. I then phoned RCS again this morning to advise that I have not received the letter with the specific amount quoted to me on 31/12/2019. I spoke to Luthando this morning and explained the above. He kept on repeating himself by advising me that the amount quoted on 31/12/19 was valid for 5 days and has since expired and a higher amount is now due. I advised him that it was unacceptable, and I wanted to speak to a team leader or manager. He placed me on hold for a long period and when I was taken off hold, Luthando, not the manager or team leader, was speaking to me again. He then continued to repeat the same as per above of which I advised him that should the manager or team leader not call me by 13h00 today, I will go to the Hello Peter. I require the matter to be investigated by listening to the call made on 31/12/2019. I was promised a settlement letter with the banking details and specific amount, of which it never materialized. The consultant who assisted me then, did not follow through with my request and RCS should be held responsible according to the consumer protection act. I need to settle this loan today with the amount quoted on 31/12/2019. Regarding the consultant spoken to on 31/12/2019 and today spoken to Luthando and his reporting line, RCS can deal them internally,