Poor customer service & *********** employees

I requested my settlement letter from 04 Nov and Terry promised to e-mail to me after 7 working days,. On the 05 Nov I called again to confirm spoke to Lorna and promised that it shows on the system that I will receive my letter within 7 days. On the 18 Nov I called again and spoke to Ms Williams who told me that I cant receive my settlement letter and told me I must talk to Lorna because she cant help me, then Lorna avoided me saying she's in the meeting. I phoned again on the 23 Nov spoke to Joam who told me that Lorna is in the meeting and I must call 15h30 and I did call but they end up dropping my call. Later in the afternoon I managed to talk to Lorna but told me she's going to the meeting she will call back unfortunately she didn't. Today on the 24 Nov I called again Gava, Bulelwa & Receptionist who told me she is still in the meeting. What I want to know is what kind of a meeting is call centre employee attend for 2 days without having a break? I think this people are avoiding me and the worst part is that Edgars cant clear my name until ARA send settlement letter to them.