Bad service from Absa Vehicle finance

I am now sick and tired of Absa vehicle finance not sending a settlement letter my wife requested. She's been phoning for 2 weeks and every time the person say the email was sent, but we never get the email. No one makes the effort to look futher why we don't get the email. That email adress receives emails everyday so it is working. They don't want to talk to me because it's my wife's account, but she is now also tired of phoning.