Horrible service

I am having difficulty with Absa Recoveries, firstly it is a struggle to get through to their customer service call center, as they don't answer phones. when you finally get someone to assist... you don't get the help that you need....I have requested for the arrangement letter to be emailed to me.......was told within 24 hours it will be on my emails...........No one has bothered to send it to me, and now no one is answering their ***/3/4/5/7/8 number...... What service is this from a such a big respectful company? Guys come on now.....