**** service for such a big bank

Good day, ive sent several emails requesting a settlement letter for two of my personal loans with you guys. The waiting time is ridiculous on the phone and when i finally got through to a consultant i was put through to the legal department for no reason at all as the loans are not in arrears i was sent from pillar to post. I Finally got ahold of a consultant again which told me i cannot get one over the phone i need to go to the branch. My question is i did not take out the loan at the branch so why must they provide me with the settlement letters this is so unprofessional. Why is there lines and customer service lines? One simply does not have the time to drive or go a certain distance to the bank just for two pieces of paper. I need someone to assist me with this matter ASAP. your staff lack knowledge and cannot even assist with the bare minimum asked.