Lunch is more important than service

On the 22nd of December 2015 I called the African Bank call center to request settlement quotes for the two accounts that I have with them, he then proceed to email me the quotes. He gave me Thabang Maponya's email address to send the proof of payments to. The quotes had no banking details, I sent Mr Maponya an email regarding this, and he did not get back to me. I then called the call center several times asking to speak Mr Maponya and was told that he was on Lunch Several Times, I then asked the call center agent for the detail and I sent him another email informing him of this and asking for feedback. He rep**** Only because I told him that I will take the matter up further, stating that he hadn't received proof of payment, and that he will keep me updated, which he has Not On the 4th of Jan 2016 I sent him an email requesting feedback and yet again I have received no responds from him, I called again on 13 Jan and Shely Mahlangu said she will tell him to send it and NOTHING. This has been an issue since 22 December 2015. All I want is a paid up letter. But this useless man who is always on lunch is making that difficult.