Why is it so hard to get a cross border letter from ABSA

Whats the quickest way for one to get a cross boarder letter , I sent an email the previous week ,Reference C-***7 , Followed up , they requested some info , I gave it to them and they went silent . I went to the Sandridge Absa in Midrand to try get assistance but ended up leaving because its so slow , only one customer care teller and she was taking forever just assisting one person, close to an hour with one person. tried registering an online banking account online so i can just download the letter online but u need to go to the bank to create the account , cant be done digitally . Called the call centre but they kept asking so many questions until i ran out airtime. So I am honestly wondering how getting a cross border letter can become such a mission