Most horrible service ever

What is wrong with Absa consultant at the call center, are they even aware how much they affect people? Last week I called Absa Credit card, on ***,i spoke to charnay/Shanaine, who at the end of the call gave me this ***, I asked her to forward me a settlement letter as I want to pay off my credit card, I explained to her that when the lockdown started, I was already on the process of doing so unfortunately we went on Lockdown and payments were unable to be processed, I also explained to her that it was imperative that I get that letter before the 3rd /06/2020 as that will be the last payment day, she then assured me that ill receive the letter within 24 hours, I continued and asked her to please not make a mistake but sent me that letter as last time when I asked for settlement letter the male consultant who assisted on the phone never sent it until I called again, she then assured me that history won't be repeating itself... IT HAS, Right now am sitting here panicking because is been 5days and I still did not receive THE SETTLEMENT LETTER, WHILE TOMORROW IS THE LAST PAYMENT DAY, today I called Absa Credit, at first I spoke to a male consultant whose voice was exactly the same as Njabulo's, he did not listen, he was rude and all he did was tried getting rid of me until he cuts me off, after that I called in again, that's when I spoke to Njabulo and he said the person I spoke to earlier wasn't him, I then gave him that reference number above and he checked, he then said I'll get the letter before they knock off at 4,is now 11:10 in the middle of the night I still did not receive THE SETTLEMENT LETTER, he gave me this two references 1)MOLAMVP001...2)C-***7,i spoke to him for more that 40 minutes, using my air time, waiting on the line as he said he was communicating with people responsible, WHAT CAN BE SO HARD TO GENERATE A SETTLEMENT LETTER? WHAT IS WRONG WITH ABSA REALLY?, SUCH POOR SERVICE, FRUSTRATING ITS CUSTOMERS!!!!