4 WEEKS OF NOT GETTING A SETTLEMENT LETTER

My car is financed with Standard Bank and I've been requesting a settlement letter since mid October, it's almost a month now. My banker is not helping after I've asked for help and send emails everyday. I call everyday and send emails; they tell me different stories and direct me to wrong departments and each of those departments say I have to way up to 5 days. It's been 4 weeks and MFC gave me my settlement letter in 24 hours. This is pathetic!