Exemption form case (Terrible service)

I sent a request to Discovery requesting for the stamp to show that I do not have a bank account with you. This request was sent to *** on 21.02.2024. I only received an automated response stating that my inquiry has been received.

The associates at the call centre noted that I will receive feedback within 24 - 48 hours. I did not follow up until Monday 26.02.2024 and they advised that the case is with the department that deals with these stamps and they will revert to me by end of business.

I did not get any response again. I followed up today 27.02.2024, I called in the morning around 9 and they advised that they have re-escalated and they will also escalate to their Team Leader and I will be called within an hour. I did not get a call back, I called again around 2pm and they gave me case number ***4 and they also advised that they have escalated. I will be receiving feedback before close of business.

The reason I am following so much is because my deadline to submit my granddaughter's school forms is tomorrow and if I do not submit these documents on time my granddaughter's school fees will not be paid.

I noted this to the urgency of the associate but nothing has been done for me. I'm simply requesting for the stamp and nothing more. I do not have an account with you guys and I will probably not have one. This is for my granddaughter's future as I cannot afford to pay her school fees hence, the exemption.

If you are treating a non customer, how are you treating your customers? It just makes me wonder. If I lose this exemption I will be talking further with the ombudsman.