ABSA worth customer service from person who works in retention position for and international call center

I do have a personal loan with Absa bank and really appreciate what they do , but due to COVID my personal loan had a month arrears. The payment was then fixed on the 21/10/2020 then needed a letter saying that there is no arrears on my personal loan and that when it all went down hill it is the 26/10/2020 still no email after speaking to 7 consultant in they contact center department and awaiting a call back from Tyrone Govender a manager who was suppose to call me back on 22/10/2020 and guess who still not call just and automate response from then saying this could take 14 days just for email saying That my personal loan is update now really considering changing my banking and after all the friends and family referred to guys . I really need this letter due to me getting a home loan with SA home loans and the last ITC check was failed and now could possibly not get my dream home , but guess it means nothing just due to fact that ABSA one of South Africa largest bank cannot send a customer a email when his loan is update but could keep email and sms when there is arrears.