Standard Bank staff have complete lack of training

I have been trying for over 7 months to get my loan account paid, but it is impossible to get anything out of this Bank. Friday, after so much hassle I am told that a 7 day settlement letter is being sent to me. I receive this letter via fax but notice that it is only valid for 1 day. Monday I phone again to get a new letter to make payment, the same consultant that sent me the letter on Friday says that she will put me through to the lady that will send the letter. When I get through to the lady she tells me that she does not do the letters, it is receptions job....I get through to reception and they tell me that they are not allowed to send out settlement letters and I must now take time off work to go into the branch to get the letter that was faxed to me not even 3 days ago. I have not been able to get hold of Tersia who sent this document to me originally. No one in this bank or perhaps just this branch has any idea what they are doing. How can you expect people to take off work just to collect a simple little letter and is it all of a sudden not possible to fax it when it was faxed to me on Friday.