Absa not providing info I requested

In the beginning of January this year I requested a copy of a mortgage agreement taken out in 2006. I want the full copy including our signatures and initials. Since then I have received a partial copy twice (excluding our signatures), a copy from a 2001 agreement (which I did not request). I've spoken to 6 different consultants, have plenty of reference numbers and am still waiting for what I requested. How difficult can it be to send a full copy? I last spoke to a consultant last week on the 18th Feb, she said she would get her team leader to phone me, am still waiting..... Every reference number takes 3 to 5 days to complete and some reference numbers have been resolved on their side but I have not received the required info on my side. After hours spent on the phone, I am completely frustrated at the service I'm receiving from Absa Home Loans Dept. We've been clients for nearly 30 years, it's not acceptable.