Let down by ABSA. I cannot depend on ABSA after 30 years as a customer.

My daughter left on an overseas trip late this afternoon. This morning she was told that although the country to which she is traveling issues visas on arrival, she could be asked to prove that she had sufficient access to funds for the trip. I telephoned ABSA Card and explained the situation and the urgency involved as my daughter was leaving today. I explained that my daughter had previously (7 June 2017) obtained a "visa letter" from ABSA. The "visa letter" is a letter from ABSA with credit card number, expiry date, ID number, credit limit and funds available. It states that it is issued to facilitate a visa and is given without obligation on the part of ABSA. I was extremely impressed with the efficient and pleasant manner of the consultant that I spoke to and was confident all would be well. She assured me that she had marked the request urgent and that I would receive the emailed letter before close of business at 4.30 today. I requested a reference number but was told that my daughter's credit card number was all that I required. All this can be verified by listening to the recording of our conversation. By 4pm I had heard nothing and my daughter had left on the Johannesburg leg of her trip. I phoned ABSA again and spoke to a courteous man who said that he could see the request and had escalated it. Again no reference number was forthcoming. I asked when I could again inquire and he agreed that in 2 hours was reasonable. I phoned at 6pm and this time eventually got a completely different answer. Consultant Dezlin Singh now told me that the letter would not be forthcoming and that I would need to call in at my branch! I told her about the urgency, and that my daughter had a previous letter dated 7 June 2017 issued by Client Services and emailed to me for this purpose. I asked if I could speak to a supervisor. She told me that her supervisor was sitting next to her and said that there was nothing else that could be done. Appalling service! No accountability! How is it that the supervisor would not speak to me even though the supervisor was aware of the urgency of the situation? The ABSA card consultants are clearly poorly trained. How is it that the first two that I had spoken to earlier had no idea that the letter would not be forthcoming or that ABSA had changed(?) its procedures? Why should it be so difficult? Surely special circumstances require a little more effort? I have banked with ABSA for around 30 years but I might just have well walked in off the street. I feel betrayed by my bank that was not prepared to put in any extra effort to assist when the situation was urgent. As I write I have no idea whether my daughter will have a problem when she lands tomorrow.