Unacceptable service from vw financial services

We have exhausted all our airtime calling VW financial services to request the paid up letter after the account for the vehicle was settled. The lady that eventually answered this morning at 10:20am was extremely rude and did not want to listen to me and just transferred my call only to hold for another 10min and then get cut off. Even the self help system cuts me off after I enter the iD number. We have requested this on the online portal as well over a week ago and still not joy. We have emailed vw financial services and still no reply. This is unacceptable service from such a recognized brand.