Disappointing service

I am very annoyed with AF, I have called them 4 times requesting an IRP5 for a claim made in 2017, after waiting for assistance for 20min they tell me the same story that an administrator will send it shortly but I never receive anything. This is very frustrating because it's an old claim and it's the only thing holding me up from doing my SARS submissions for last year. The thing is if I'm fined by SARS for nonsubmission, I have to pay from my own pocket, which is not my fault. The last time I called them I told the call centre agent that I will not hang up until I'm assisted or she'll have to transfer me to someone who will help me resolve the issue there and then. She eventually told me that she has logged a complaint and that they would call me within 48 hours which they never did.*suprise suprise*. AF has been very disappointing for me to say the least. Hopefully when they see this they'll do something about it.