Verification Letter application

I app**** for a verification letter for my degree. I sent the email requesting a quote and 19 days later, I finally got a response. In the body of the email response it stated that I will find my quotation, banking details and draft verification letter attached, plus, It gave instructions as to where I should send proof of payment. My issue with this is that I got one attachment of a consent form, no banking details or quotation. I am not sure how they expect me to proceed with my application without this much needed information. I called the call center to try and sort this out as soon as possible and was put on hold for more than 30 minutes, and eventually gave up and hung up. I called again a few hours later to get more of the same. It took them 19 days just to respond to my initial email, and I got nowhere with them on the phone. Am I going to have to wait another 19 days so that they can respond properly with the information I need? SAQA, may you please train your staff better or hire competent people who know how to respond properly to customer requests. Your response times are already atrocious, you could at least minimize wasting your customer's time by getting the job done right in the first place.