Difficulty in Receiving Credit Card Settlement Quote

I requested a credit card settlement quote or letter to send to Investec for settlement through my bond account. However, I was informed by Private Assist that this is not possible, and then told that my account is blocked from receiving assistance. Subsequently, I received a "Credit Card Close Straight and Budget Enquiry" from my bank's replacement representative.

Why is it so difficult to receive the requested documentation? FNB was able to provide the same information within a few hours.