requested documents still not supp****

I called the bankmed call center three weeks ago and I requested bankmed to send me tax certificates for a number of periods as I needed it to submit my tax returns due to an audit.I was advised I would receive these certificates with 5 to 7 days. When I still did not hear from bankmed after a week,I called and was assisted by a very polite lady thereafter . She could see the request was sent out but could not understand why it had not been sent out and she sent a second request for it to be actioned. She requested I give them till last friday and she was sure I would receive it by then. I am approaching another friday and I still do not have my requested tax certificate. Please can someone just attend to this urgently !!!