service delivery doesn't exist anymore

I have been trying to get settlement letter from standard bank since last week Monday. you call their phone it just rings and cut of after 8 or 10 minutes. i sent them a DM on twitter last week Thursday i was told someone will contact me within 3 working days but i still haven't received any feedback. must we go to the branch so that they can contact this numbers ***and ***because they also cant assist with this other than call