I want to get rid of Wesbank and I will never recommend them to any body

My account was in arears then arrangements were made with Wesbank and they received their money for 3 consecutive months with no defaults, but now I only requesting something not even that much formal confirming that Mr. *** is our client with arears of R.... and have an arrangements of this amount R...,for the period of this time. I wrote an e-mail to them and multiple calls were also done but the response is one we don't issue arrangements letters with not even a little explanation. I am struggling now because I got a promotion then my employer wants a letter which stating that the arrangement have been done with Wesbank, ONLY THAT NOTHING SO BIG NEXT STEP WILL BE OMBUDSMAN FOR FURTHER ASSISTANCE.