ABSA for the most Shocking Service Experience

On Friday the 21st of December 2018 I approached Old Mutual to release some funds on one of my investments. I was told that I need a letter from ABSA as at some stage the Old Mutual policy was rendered to ABSA as surity on a loan. On the same day I approached ABSA Primrose, spoke to the branch manager Shirley, who explained to me she will email the relevant division and promised to call me, and also explained it should take 3-5working days. To date, ABSA Primrose has not contacted me, even after returning to the branch several times requesting an update. The very same day I thought I would get a second opinion and approached ABSA Germiston Customer Service with my request. Explained what I required and was told the same as what ABSA Primrose told me. The ABSA customer service consultant at ABSA Germiston at least had the decency to call me back twice thereafter but seemed to of given up. On Monday the 14th of Jan 2019 I approached my branch ABSA Bruma "Private Banking" Jenny Reddy my banker immediately looked into my request and told me the policy was rendered as surity on some joined bond I had with ABSA in 2004 and advised the ABSA loan was closed a long time ago, and she would now request the relavant department with in ABSA to provide me with the letter. Jenny Reddy also said it should take 3-5 working days which has now past and still no feedback from ABSA. I honestly cannot believe the pathetic Customer Service provide by ABSA, dealing with a ABSA Branch Manager, ABSA Private Banker and a ABSA Customer Service Consultant ONE MONTH later and still ABSA cant provide a simple letter to state my loan with ABSA in 2004 has been paid up. Shocking Service that one would expect from a leading Financial institution, bank. Where to from here??