NON DELIVERY ON A CROSS BORDER LETTER

I have engaged with Standard bank VAF 4 weeks ago per e-mail to obtain a border letter from 13 to 17 March. I had no response at all and went into the Centruion branc on the 6th March. They have put me on the phone with the VAF dept. I spoke to Lesego Letsholo. She send me a form to complete and I have to attach certain docs. This was done and mailed to her on Monday 9 March. I received a sms with a request no *** on wed 11 March. I have been phoning ever since to find out where my letter is but not one is able to assist. They are also not able to put me in touch with a senior person for escalation. My group is departing this afternoon. I will sue Standard bank for all my expenses of the trip and costs should I not get my letter today.