ABSA Vehicle Finance unhelpful

My father in-law fell and hurt his back and is unable to go into ABSA bank. He called to request a settlement letter for his vehicle, but are unsuccessful in getting a letter from ABSA because he can't remember his email address used as he had his own, work, my or his son's emails, as he is not that great with emails.

He retired already 6 years ago and can't remember which office number he gave so they will not supply him with a settlement letter. He requested from the agent to just send a settlement letter to the email they have on file as we would like to settle the account, but we are not getting any joy.

We are not asking for a loan, just to receive on his email registered a SETTLEMENT letter.. It is not difficult. Send it to the email on file. He will get it.