Cannot get settlement letter - report them to Ombudsman

I have requested settlement letters for my mom's direct axis and wesbank loan accounts since the 3rd of January. Cannot get through on the telephone line as you hold for 30 minutes every time and then the line cuts. On the automated voice line, it says for settlement letters we need to email a specific email address which I've done on numerous occasions, with no response. In the meantime you are charging interest when the loans could have been settled. I will be reporting this to the Ombudsman as this is *******. Charging additional interest when the client wants to settle. I want the settlement letters and the reversal of the interest charged between now and when I requested these letters.