1 month and waiting: No response from Absa Home Loans

I recently closed my home loan account after I sold my house. It has been a month since, and despite various emails and call to Absa Home Loans, I have not received any indication of how my final settlement + penalties was calculated. I am disappointed that when it came to honouring my interest payments Absa received my full commitment, but now that I need transparency on how Absa calculates penalties and settlement values which are huge in my life, they simply take a lump sum and ignore my various requests for information. Ironically the auto-response I keep getting from Absa states: "At Absa, we are committed to giving you exceptional service" ??