LETTER REQUEST

I have been communication with them over WhatsApp from the 27th October requesting a letter confirming that I am paying an account with them, I am still waiting for this letter and need it urgently and have stated this to them over the messaging and at some point I have been calling them as well and each time its not feedback as to whether I will get the letter but I am asked to send/give them my email address - but no letter. So yesterday I was now advised that FNB does not issue arrangement letters, a whole 9 working days later is when you tell me I can't get a letter. After all that back and forth texting and calls, this is the feedback?!?!? I was advised I could get a statement but I'm still waiting?...