Standard Bank has the WORST Customer Service Ever!!!

This is the worst customer service I've ever experienced in my life!!!! All I want is a paid up letter now.to ensure I never have to deal with you'll again. *** this call was made for 24mins on the 1st October 2019 to request a settlement. *** the retention department was supposed to call me back in order to close my account and send me a paid up letter. And never received the call therefore I needed to call back. Called in and requested for my account to be closed and requested a paid up letter once again which was confirmed I will receive this after 2 days *** - 3 Oct 2019 Yet again 7 days has passed and haven't received anything. I called in again today as I still haven't received my paid up letter and was told they can't help me and don't have a number for me to call they will send an email. Was given my ID number as my reference for my call on the 10 Oct 2019. All my calls I've made was +-30mins while also being placed on hold for a long while before getting feedback. Still haven't received a response and feel I'm wasting my time calling this call center all the time. Thanks Regards, Naydeen