Terrible VAF and crossborder letter departments

I purchased a vehicle which is financed by Standard Bank.

I ca seem to link my account to the vehicle's finance. I need to do it urgently, because I have to ask for a cross-border letter through the app. I tried asking for it by email but haven't gotten any response back from the cross-border department.

There says no account available. At the physical bank they couldn't help me. They can only send an email. Nobody can find my account, and I have to get a cross border letter before the 5th of August. I haven't got one reply back via email and I have to wait on the phone for a long time ( which is not toll free btw), just for someone to tell me at standard bank that they cant find my account or give me the letter and can only send an email to that department.

Very disappointed and bad customer service.