Bad service

I had a loan wit standard bank, Which i paid of 2018/10/31. On the 2018/11/15 i went and asked for a paid up letter, they gave me a 5 days to wait. On the due date, i went to the branch in lenasia. Only to find out that it was not even handed out to any one . The supervisor at trade route SASB had an attitude toward me. She said if think she is stupid. it was eventually escalated it. How come at other banks if you need a paid up letter, you recieved it the same time but with standard bank it's more than five, with an additional 48hours turn around time