Almost doesn't count

I almost declared tymebank the best digital bank. Opening an online account process is easy and secure as well as loan application. I love their mobile app too its easy to use. However challenges arise when you need to request for documents. I have app**** for tymebank loan in February 2020 and I wanted to use the money for my small business but due to lockdown restrictions i couldn't get started with the business. As a result I decided to return the money in June and settle my loan. It took roughly 3 - 4 weeks to get a settlement quote after countless calls to their call center. After settling the outstanding amount the bank still debited my account with the normal installment for a paid-up loan. I have since queried the debited but didn't get a response as a result reversed the debit order via my bank. At the moment I am awaiting for a paid-up letter, i called in last week friday and was promised I will receive it after couple of hours via email and today when i phoned for a follow up i was told i needed to wait 7 days. For a digital bank I didn't expect such a hustle when retrieving documents. I am honestly disappointed hence I took all my savings out of my tymebank account.