ABSA Cr Card Division useless service

I Have been trying for 2 weeks now to get a letter from Absa Cr Card Department to stating that my account is up to date, they responded with a standard email advising me that a consultant is attending to my query but to date I have not received this email? how is this possible that a big bank such as ABSA takes 2 whole weeks to send a simple email, surely there must be turn around times? Does the CEO of Card Division know what pathetic service his company offers? The reference number for this Case is C-***2

Shadon Moodley ***