Highly disappointed with standard bank

Im very disappointed with my car finance provider, I couldn't get a cross boarder letter only because there's an alternate driver nomited, each consultant I got kept saying that the matter will be escalated, the last 1 even more disappointing she said that the letter will be sent to my email as soon as it's drafted but nothing was ever sent, was supposed to go to Mozambique but trip failed . I've had a few vehicles before this 1 with different providers and an alternate driver has never been a hindrance for a cross boarder letter just as long my insurer has approved. Submitted everything that they requested even made an early car payment upon request proof of payment sent but no crossboarder letter, meaning I could not go on my trip as planned