SLA TERRIBLE

I have been waiting for a termination certificate for over a week, how hard can it really be to issue with such a document. I have spoken to 3 people who told me three different stories with regards. I have left the company which was covering the medical aid, my new employer wishes to add me on the company med aid however is failing as i do not have the termination letter yet. One can only be patient for this long. May this matter be taken seriously this is life of a person we are talking about it. This is just a very experience for me from Bankmed. An email has been sent through to an email address for such queries I cannot stress further how urgent this is