bad customer service

I always get the worst service at standard bank I'm wondering why do they still have client and employ people who cant help their customers. I called standard bank vehicle asset finance debt review center on the 3rd of October 2018 to request a settlement letter for my VAF account spoke to a consultant who gave me a wrong email address for me to send a request to get a settlement letter I called in today this morning only to be told that the generic box I sent the request is incorrect I need to send another mail to the correct and wait another 5 business days for me to get the settlement letter for the VAF account, I called again about an hour ago the consultant was rude and told me debt review system is down and hung up on me. I'm so frustrated with standard bank right now and I need that letter today can someone senior call me back regarding this urgent matter.