c-***7 not a happy client

The service at absa avaf is boring my insurance send them a request of documents to pay shortfall claim on Friday they did not send them i send them an email they tell me that i will only get those documents on Monday email was send on 2022-12- 09 i send an email on 2022-12-14 and called 2 times only to be told i will only get those documents on 2022-12-19 i need those documents so that my claim can be approved and they get paid but they don't want to send them *** service at absa