Bad service and no service at all

I am writing to formally express my disappointment and deep dissatisfaction with the service I have received from Standard Bank regarding my request for a paid-up letter for a credit facility that was fully settled in 2023. Since the beginning of January, I have made repeated attempts to obtain this paid-up letter. During the first week of January, I contacted your call centre and was advised that I would receive the letter within 48 hours. After a week passed with no response, I followed up and was then told it would be sent within 2 hours. When this did not happen, I was informed the following day that I would receive it within 24 hours. To date, I have still not received the paid-up letter. Even more concerning is that recent calls to your call centre have resulted in agents disconnecting the call without resolving the matter. This treatment is unacceptable and has left me feeling extremely disappointed and betrayed as a customer. This is not the level of service one expects from a bank of Standard Bank’s reputation, especially considering the fees customers pay for these services. I have retained all proof of my interactions and commitments made by your agents. Should this matter not be resolved urgently, I will have no choice but to escalate it further by raising it on social media platforms and contacting Radio 702 to inform the public and its listeners about the service they are paying for. I request that this matter be treated with urgency and that my paid-up letter be provided immediately, along with a formal explanation for the delays and poor service experienced. I look forward to your prompt response.