Prescription letter urgently needed

I have been calling MBD for a prescription letter for an Old mutual account which is 10 years old. The customer service agents have been promising to send the letter to my email *** for more than a week now. Today they are telling me they not issuing prescription letters I must chat with them on WhatsApp on this number ***, this is where my frustration has escalated because here no is helping at all, the only thing they good at is to say your query is linked to Brenda or Silvia after that your query is escalated to someone else who never responds. I need the prescription letter urgently I have not been working for the past 8 years. Can someone help me here. My full name is Ezra Mbulelo Mpongoshe with Id number ***. You can also call me directly ***.