Pathetic service from ABSA

I have a problem with absa I requested the my Log Book on the 22 of August 2023 I was assisted by the lady name Desiree she said I must send the address of the nearest Absa branch I did that on the same day she said I must wait for 7 working days,I waited after that I did a follow up from her because in the nearest branch they said they haven't received the parcel.

There's no communication from her instead when I wrote a follow up email she said I must check with the Absa bank otherwise they will return the parcel,I am checking with the Hillcrest Absa bank everyday but they say they haven't received the parcel.

On top of that I paid the same amount twice they said it doesn't reflect on their side after that they said on their side it shows that I reversed the amount of which in my account there's nothing that proves that.

Absa is a ****