Request for original NATIS document

I'm very disappointed and dissatisfied with the service from Wesbank .I called them last week Wednesday to request them to send the original NATIS document to my insurance company. They said someone will be assigned to call me and assist me. And they indicated that the document will be sent through to my insurance company in 24 hours.

Till now I haven't recieved and phone call or any means of communication from them. Today when I called the said they are putting me through to someone but the phone just rings unanswered and I'm using money to call.

What could possibly be the cause of delay with regard to such a simple matter? I'm so frustrated because I dont believe this is a difficult matter