Prescription of debt letter- No response from Wesbank

I sent through an email 3 days ago to request a prescription letter from Pamela at Wesbank Colserve . She does not even bother to respond. They call you and expect you to jump but when their services are required they do not even bother to contact you. My vehicle was repossessed three years ago and still today I am awaiting the documents why the vehicle was repossessed.I even sent an escalation today to her manager L Mokwebo who has also not bothered to reply I just want my prescription letter and want to have no further communication with this terrible bank.