Untrained Call center agents

I called on the 24th of October to request a settlement letter for my current personal loan however I was told that it will be sent after 15 minutes, I waited 2 days later at no avail. I called again hold on for almost 20 minutes before I could get through to someone and the agent was very rude and unprofessional. I requested to speak to the team leader or manager at no avail and eventually I was given an email address of the team leader . 6 days later since I sent the email no reply or acknowledgement of the email. I called again this morning about 9 am and I was promised to receive the letter in the next 5 minutes or so until 3 pm I didn't get any response . I called again Spoke to Alisha who was also rude and when I told her I want to hold until I receive the email she hung up on me. So I am just wondering what customer service is this?