Useless service from card division

For 2 years in a row Absa contacts me to increase my limit, for 2 years in a row Absa contact me to give me a credit limit increase. For 2 years I send bank statements about 5/7 times to different people, make endless calls. They never can find the recorded conversations or the endless mails with my bank statements. Phone calls are useless just now after 43 minutes on the phone, to be told that now they need another piece of paper that has never been mentioned to me before. When I ask for a mail requesting the new document, or an sms, don't miss it I get told they can't use their work e-mail and they can only request it telephonically, but the bank statements can be requested by mail and sms. If its legally requested why not in writing? Hope somebody can explain, thank you Belinda