terrible service vehicle finance settlement letter

I have been trying to get a vehicle settlement letter from Absa for the last 3 days. i only get emails that give me a reference number and that a consultant would get back to me. on the web site it states you can get the letter via online banking but can not find it there contacted ib@absa and sent me the same mail as the vehicle finance with a reference number and that a consultant would get back to me.

This is terrible service just need this account settled so i can be done with this bank.