At Directaxis they are unprofessional they need to hire new qualified staff

My mom had a loan with Directaxis, so she wanted to consolidate she went to Absa on 22 November 2019 to apply for a consolidation loan then they told her to bring settlement letter from Directaxis so that they can able to pay it off, she went to work and called Directaxis then they forwarded an sms on the next day she went to Absa with that sms then they told her that they need a letter not an sms and the gentle man man that was assisted her at absa was was so patient he called them and they told him that they will email it in 5 minutes they didn't and they called again after 25 minutes then someone answered and told them that it will be done in 48hours, Monday morning she went to the bank thinking that everything was done since they promised to to the letter in 48hours... And still they didn't send the settlement letter they called Absa called Directaxis again and it was not done and Tuesday nothing and today when she was explaining to them they screamed at her telling her that she can take further steps they don't give a damn. Please assist