Atrocious Customer Service

On Friday 10 September 2021, I called Wesbank to request a settlement letter because my vehicle had been written off and the Insurance company needed the settlement letter to process the write-off claim. When i got through, i was informed who was in charge of my account and that they are on leave and will only be back on the 15th September 2021. I was then transferred to another consultant that could assist me, but after holding for an hour i then decided to hang up. I then sent an email to another employee at Wesbank who i had had previous contact with and she said she would send an email to that department asking them to assist me. On Monday the 13th i called the lady again and she was shocked to hear that no one had called me or sent me the settlement letter. She then put me through to a consultant where i waited another 30 minutes before the phone just cut. I emailed her back complaining that i'd been waiting for 30 minutes without any assistance before the phone cut.

What will it take to get assistance. I don't understand how if one person goes on leave every client of that person must suffer.

This is the worst customer service i have ever experienced.