Poor service

Hi, I have been calling and sending back to back emails with your vaf department for a mere cross border letter. Siyabonga Thusi and Susan Lee Johnie been dragging their feet in helping me, from acknowledging emails after @least 4 hours to not giving feedback until I call. Today they promised to send me the letter by no later than close of business day today and yet I am still waiting. I called to enquire and I was put on hold then before the consultant got back to me I was taken to the survey.