four requests no closure letter to date

My husband has asked for a reduced letter of settlement and it was received we took the letter and settled accordingly ,To date we have received no correspondence,My husband went into Standard Bank and they do not know what amount was given to us,How is that possible when this letter was sent by the bank and I have copies of them,Pathethic service especially because of the unprofessional way this is been dealt with ,From the branch call the department then you hold and hold get transferred from person to person ,Eventually no one can help and ask you to email again if no one responded to the 4 emails why will they respond [Email Removed] and [Email Removed] email adds were used,