Absa Surly you can do Better - Nightmare to get a Natis Document from your Team

Absa, why is it so difficult to get a Original Natis paper, i phoned *** and was told due to getting the security questions wrong i need to go inside a branch, I've done so a few times the branch i visited was Karaglen Absa, i was helped and they even gave a Ref no. the account is still not Closed after I've settled it i owe Zero on the account - Why is it not Closed on your side can someone please help me Thanks. Allistair Le Grange