Poor online service

I am absolutely appalled at their level of online services I am currently working abroad and so the only way to communicate with them is via email, to which NONE of them were responded to , my mother then tried to call them.on my behalf trying to get a settlement letter from them so that I can settle my vehicle fiance to which they said they were sending the email at that moment , almost 24 hrs and still no email. In times like these you would think online services would be better I have been applying for this letter for the past week . What more do you want me to do Standard bank , i am just trying to settle my debt.