Unproffessional customer service

Today i went in the bank hoping to get a small loan. Well to my suprise i owe them money. Phoned the lady couldn't assist me and a very big language barrier between us. Then later i phone again i jus want a simple request just needed a settlement quote which i was told i cant get. I need to make arrangements so i tell the guy okay then ill pay it into the account so can u send me the arrangement letter he couldn't even do that but instead drops my call. You want us to pay or make arrangements but cant meet us halfway by jus providing a simple letter so we can settle it....