Outstanding eNatis document and refund

I have been trying without success to get my eNatis documents and refund. Settlement letter date 24/01/2020 Payment date 30/01/2020 After failed attempts (declined) to request the documents online, I phoned Bontle at legal/ debt review on the 07/02/20 and she failed to get back to me with ref no as promised. I then emailed *** on the 12/02/2020 requesting the abovementioned with the settlement letter and proof of payment attached. On the 19th, I forwarded the same email to *** Only received a call from Bontle on the 20th and she said she would send me a blank email so I can reply with the bank details for the reply and then request the eNatis doc after the refund has been processed. She still hasn't sent the email. I called twice today and left messages that she either contacts me or send that email. She has done neither. I want those documents and that refund.