I cant get my settlement quotation

I requested a restructure for two months from Absa on my account in March and told Manana that I might want to settle my vehicle amount in May and she said its fine, now I am only calling the vehicle call center for a quotation. They tell me I have to phone legal but my acc its up to date then the guy tells me to phone collections. I phone collections they dont know what to do. The consultants sent me back and forth and spoke to about 5 people not getting any help and no solution because they tell me the system doesnt allow them to do a quotation on my account. I then decided to call Manana because she is the one who dealt with a restructure on my acc, since last week Thursday. I tried calling her this week still there is nothing. She will read out the notes on the system for saying that they have difficulty doing the settlement on my account. I asked her what should I do now and she told me she sent it helpdesk IT since last week Thursday till today no response because she tells me my acc is current and the quotation needs to be done on SAP system and she is still waiting for IT. I want to know as a customer how long should I wait for this settlement to be done and sent to me?