No service and *****ing with interest

Ford credit at ABSA. I made additional payment of a large amount on my account in Oct 2023 and for it to be recapitalise. I also asked for a letter to be able to take my bakkie across the border to Namibia According to the the automatic response both these requests should only take 1 business day. The just responded that I should contact them closer to date of my travel which is in December and NEVER recapitalised the additional money I paid. Thus calculate the interest still on the full amount.