Almost a month waiting for a settlement letter

On the 18 Dec 2015 I finally managed to settled my Blue Bean credit card with Standard Bank. Their lawyers sent an email notifying them of this on 21 Dec 2015, and requested that I be given a settlement letter. After not getting anything by 11 Jan 2016 I called the lawyers who informed me that Standard Bank are the ones who are supposed to give me the letter, so I should communicate with them.<br> <br> I went to a Standard Bank branch and they helped me to call Card Legal. The lady I spoke to said they could not find the email from the lawyers. In the end she said she had done the letter and will be available in 72 hours. It's been more than 24 hours now, but I decided to write this complaint because I have been told that e settlement letter should not take more than a few hours