Appalling customer service

It has been almost 3 weeks since I settled my account and I have called in several instances to follow up on urgent documents I need and each time I have received conflicting versions on what needs to be done and why I have not received what I need. This is totally unacceptable since I have never missed any payment and always providing them with what they request in time, why then can the same kind of courtesy not be returned to customers??? Why is it that every agent advises me differently and thus I never know exactly what the status is and this long wait results in loss of income which they will not compensate for, Wesbank customer service is appalling to say the least!!!!