Terrible delays to get a border letter

I have an urgent trip to Botswana. My car is financed by BMW. They have a portal for requesting a border letter, which I uploaded all details, but it doesn’t work because one has to send an email with my proof of insurance and insurance border letter (santam) to their customer services. I made a request for a border letter on Monday, 05/09/2021, and received no response. I then called their call center on 07/09/2021 to get an update. I spoke to a Virginia, who claims that someone sent me an email to tell me that my insurance document is incomplete. I asked that she forwards me that email. She didn’t. I then made contact with my insurance again, which quickly assisted and I was able to submit the revised documents to the customer services email and Virginia. Virginia responds to ask me about my travel dates and then ghosts me. She is not responding to my emails as I have to travel and this horrible financial institution is holding me hostage. I have never skipped payments, I’ve been a loyal client. Yet, getting the worst service. I definitely never buying a BMW if I have to struggle like this to be able to travel in a car financed by them. I submitted a complaint on their portal and no response or call to address my complaint in the past 24 hours