EMBASSY LETTER

It has now been 2 weeks since I contacted the ABSA Credit Card division to obtain an Embassy Letter confirming my details and amount available on my credit card for submission to the Embassy to obtain a visa for my overseas trip. The first contact was made on 04/02/16. No letter was received. I contacted ABSA again on 11/02/16 and was advised that from the system update, there was no request submitted to the correspondence section (even though I could hear the agent typing the request, she even took all the trip details). Another request was submitted on 11/02/16 via Ntamusami. I was advised that I should receive it within 48 hrs. I contacted the Call Centre again on 16/02/16 as no letter was received. Spoke to Zelmanic who was very helpful and passed my query onto her Team Leader. At 16h50 on 16/02/16, I received a letter from Gershwin Roberts (Ref: EC: 3087e6e6) but the letter has no information on it. Only confirms that my account is up to date. How do I get an Embassy Letter from ABSA. My wife got her letter from STD Bank within 24 hrs. I previously got one from FNB in 2014 within 48hrs (this account is now closed due to the high interest rate)