Terrible Customer Service

The Absa collections department is the worst. I called in and the consultants kept transferring me piller to post and those security questions mxm. When I answer they pretend as if they can not hear clearly. I don't know if it's a strategy the bank consults use to waste time and please fire the person who trained them because all of them do not know the principles of good customer service. I just want a settlement letter, what's so hard to send it to me?