Request For Paid Up Letter

It is very disappointing that the store and its Lewis Group Call center has failed to provide a paid up letter for the account which is held by my wife ***). This account was fully paid up on the 18th of April 2015 and require a paid up letter to form part and parcel of documentation for a loan application. I called the call center and was told it would take 2 to 3 working days (ref 517037) this was on the 12th of May 2015 and till this day we have not received the letter. As a result we have lost out on the house we have set our hearts on due to this incompetence