Declaration Letter

I called Absa collections department on the ***2 asking for a declaration letter stating I've fully paid my credit card. Spoke to the lady by the name of Rina who advised that the letter takes 2-3 working days. 3 days pass without getting an email. Called again spoke to another lady by the name of Chamane she advised that the request was sent to admin and admin hasn't worked on it. She advised that I can call Absa complaint and gave me the number. I called the Absa complaint and spoke to the lady by the name of Thobile Hadebe who advised she will assist me. She confirmed my details and it turned out she had the wrong email that I haven't used in years. Gave her the correct one. The same day was speaking to Thobile Tuesday 05/07/2022 I got an sms stating that she's investigating my Absa complaint and will contact me before the agreed feedback. Wednesday the 06/07/2022 I received another sms stating Your Absa complaint C-***0 has now been closed. I checked my work email and personal one I didn't receive anything. Thursday the 07/07/2022 i call the Absa complaint giving the reference no- spoke to the lady by the name of Nicole who advised that the letter was send to me we confirmed the email address only to find out its the incorrect one. I gave Nicole the correct email and advised she will send it to Thobile to resend the letter to the correct email. 2 hours pass with no email from Thobile. i called again spoke to the other agent unfortunately the phone cuts off. I tried again got another lady by the name of Rhudzani who asked for the correct email address gave her and advised i hang on while she call Thobile and give her the correct emails after 2-3min she comes back on the line and advise that Thobile got the correct email and she send the letter in 15min. I hang up the phone , 15min pass with no email gave her until close of business still nothing. I'm begging Absa complaint department and Thobile to please assist me. I desperately need the the letter as the debt review needs to continue with the process of clearing my name. They had to stop the process because they waiting for this letter. Absa please assist me so I can send the letter to the debt review to get the clearance certificate.