Don't want to assist a client with a settlement letter

I am disgusted in the service received by Standard Bank Collections Department. I requested a settlement letter on the 29th June 2021. I was told that due to having an arrears amount of R2400 and there is a Balloon payment I can't get a settlement letter but instead get a Balance letter.

The call agent advised that she has to request this letter from another department. I said all good and confirmed my email address.

On Friday 30th June 2021, I called again to find out how far they are with my Balance letter. A new cell agent said that the letter takes 48hrs to be sent.

I call this morning 6th July 2021 and was first sent from pillar to post. Then eventually got someone to listen to me and then the feedback was that I have to wait a further 24hrs.

I wasted a R200 on airtime with all my calls. I have a buyer for my vehicle and they are requesting the settlement amount. I can't provide it because the Standard Bank is not willing to assist me.

It's very disappointing to see how your staff that are in your employ that don't care about customers.

All the calls are recorded and I trust someone will get to the bottom of this.