Extremely Poor Service

Good day, i contacted standard bank credit department on the 08th dec requesting a current letter as im trying to apply for housing finance however because i once skipped a payment i needed to obtain a letter showing that i am currently up to date with my account. I spoke to simangaliso and was promised to receive it within 24 hours, yesterday i had to call back as i hadn't received any letter nor feedback. now they advise me that they do not have such letters, i requested to speak to a team leader (Mpho Vhulahani)who was very adamant in taking my call as i literally had to hold for 30 minutes for her to finally have the guts to speak to me. She advised that she will email me the letter and i shall receive it within 15 minutes this was around 10:45am 14/12/15 even at this present moment no feedback or letter has been recieved. i have to say the service is disgustingly poor for such a big bank!!