Extremely poor service

Last week I contacted Investec for my IRP5 that was supposed to be issued to me when I got divorced and half of my ex spouse's pension paid out to me. I spoke to a guy called Jacob and he assured me that he will send the request through. By Friday I have still not received anything and sent emails requesting the IRP5 again. Still nothing! SARS has requested this document from me and I am legally entitled to it. Why is it so difficult to just issue me with the IRP5????!!!!