Service received bad, communication bad, SLA bad

I've reported STB in june with regards to my cr card and fica info. i called and asked for my statements (CRD3985) to verify why my account is high they said i must pay R2500. i then went to the branch requesting a copy of my contract on 3/10/15 with REF NR: *** by which the consultant advised me that i will receive it on 5/10/15 too date no feedback. following now is all ther ref nrs i got just to get my contract: CRD8798 1st follow up, CRD2261 2nd follow up which the agent adive i will get it the following day, CRD8895 agent said friday by latest 14/10/15 i was informed that the doc was sent on the 6 but i never received it i asked the agent to attach the proof when sending the doc that it was infact sent on the 6. i called again today CRD6686 now they are telling me that they still wait for metrofile to retrieve the document. i received an sma stating that the request has been resolved and that i will be contacted but still nothing. this is the most unprofessional service ever received from any institution. i need someone to please explain also why i have to pay R2500 if im reporting suspicious transactions hence the reason me requesting my contract. it is a serious matte