ABSA, Poor service

2 days I called the call centre requesting Tax Certificates for 2017 and 2018. I was told that I cannot be helped, I can only be request via email. which was dually done, no automated response or any response was received to confirm how long this will take or whether or not the email was received at all. Today I have called 3 times and spoke to 3 different people to confirm whether or not the email was received and how long it will take as I require the documents urgently. 2 out of the 3 calls were just dropped after requesting assistance, the last call I was told by a consultant that there is nothing they can do to help me, they cannot confirm if the email was received or not as the department who deals with these requests apparently don't have phones? How can a BANK not confirm if an email was received or give a simple answer on a turn around time? I urgently need feedback on this as it's ridiculous to have to wait 2 working days for a simple tax certificate or even an acknowledgement of the request.