Non disclosure and unprofessional behaviour

I have paid up my loan and request a paid up letter from direct axis, but guess what! I'm told it will take 10 days to close the account and I can't receive the letter, I don't care about your internal process which was not even disclosed to me, I have paid up my loan and I require a paid up letter, it's worse that you even put unprofessional consultants like Chanice Dean who just put the call on hold while im talking to her without informing me, if she was working for me I would have fired her, you are a professional institution and the expectation is that your employees should act professional. I'm disgusted by the service I have received from her and I'm glad I paid up my loan before the term because I don't have to deal with your company and your unprofessional employees.