Very bad service

I would like to forward my complain regarding ABSA Ford credit, Legal department. I requested for a settlement letter on Friday( 17 March 2023 ) 7 days ago. I was given details of the person handling my account. (T +***5 I Email *** ABSA AVAF Pretoria Campus, Ground floor Building A, 270 Maggs street, Waltloo, Pretoria, 0184 ) She advised I would receive the settlement letter between 3-5 days. Right now I’m standing a great deal of losing the offer at hand that I really need to settle my account. If I send follow up messages to her no responses. If I call on her Phone she picks up her phone Once in a several days of attempts, lets say once in 3days . She promised to follow up. Since she requested the document from Her admin office. I might lose the offer I have for the car to clear my account. PLEASE ASISST.