Dreadful service from African Bank - Still awaiting requested documents

We have been trying to get the settlement offer that had been sent through SMS to our client 23 November 2017 on a formal letter (as we require it to be on the company letterhead) in order for the client to be able to make the payment. Every time we call, Management and Team Leaders are always in a meeting, or otherwise unavailable. The direct contact numbers provided in the signatures for most Team Leaders also do not work. We have spoken to numerous people regarding this matter. Inger Rootman (Team Leader), Jacobus Smith ( Team Leader), Maneo Tepe (Team Leader - who sent us the settlement letter and statements before the discount offer was made). We have also spoken to Niel Pillay (Manager), and Johan Bruwer (Manager) but this matter is still not resolved. We received a Settlement Letter from African Bank a week before the client was offered the discount but have not received one since, regardless of numerous requests sent out for it (electronically and telephonically) - even to the managers. The requests we sent have only been forwarded through to other Team Leaders or Departments to attend to, and nothing is getting resolved. The deadline for the discount offer expires today, and the client is should not be held responsible for this as the delays are all from African Bank.