BAD, BAD CLIENT SERVICE

Never ever in my life have I had such bad service from a Financial Institute like Wesbank. We have requested a paid up letter on the 25th of April 2018 on numerious occassions and to date still have not received any letter or response confirming settlement. To top this after settling account on settlement letter as received from Wesbank, they still go and deduct an instalment/debit!!! So a paid up letter is taking for ever, how long will this refund take now? This is such nonsense..