Helping a customer makes no sense to the agents here

Ref at RandMutual - T3089

Someone must take responsibility and accountability to help a customer, no one cares here, they just keep passing the ball and no one focuses on making sure the customer is helped. I have spoken to more than 3 people but still, noone is helping, I'm told to wait 2 to 3 days which I don't have. I'm sure there should be someone who is able to write a confirmation letter for us to submit to our client, this cannot be impossible.

We urgently need assistance in issuing us a letter of good standing or a letter confirming that we will receive it in 2 or 3 days?

On the 4th of August, we were told to send an arrangement letter to *** which we did, you can go to your recordings to verify.

Today we are told a letter cannot be issued because we do not have an arrangement, this is incorrect, I sent them an email attaching the letter and it was sent, the fact that it was sent to collections2, not collections1 should be Rand Mutual's error and not ours, they can retrieve the recording for verification.

We have a lot at stake so we cannot afford not to have this sorted today, please.

I hope this receives attention and we get assisted.