ABSA Credit Card division very unhelpful.

On Thursday, 16 January 2025, I contacted the ABSA credit card division regarding a paid-up letter. I received an email on Friday, 17 January, stating that it has been referred to the legal department and they will send it within 3 to 7 working days. After 3 follow-up emails, needless to say, it never happened. On Monday, 10 February, I phoned again. The consultant informed me that the letter was sent on the 22nd of January but the email it was sent to does not belong to me. The lady I spoke to said she would send a message to the person who was supposed to send it to me and I will have it within 2 working days—still nothing. I get the impression that ABSA doesn't care about a person's financial well-being and is very quick to hold a person accountable for late payments.