What happened to clients first?

I Called Capitec Banks's call centre asking for a letter that stipulates my next instalment on my loan account as it will differ from the previous months, i was paying R2300 from the 1st of July it will beR1600. I urgently need need that letter cause its required by the bank as I'm applying for a home loan. i called the call centre after being on the line with them for more than 30 min and 15 minutes of that i was just holding dropped the phone decided to walk to their branch in Golden Acre, This very nice lady her name is Firdaus assisted me this was thursday 09/07/2015, they confirmed they will be sending the letter within 48 hours and they won't do it any sooner though they heard how urgent the matter is, fine i waited. Friday still no email, Today is Monday i decided to walk to the branch again, another guy helped me Duran also a nice consultant but after he called probably 4 people at their head office still no Joy, The manager also tried but couldn't do much, they say they don't do the letter at the branch as they have no letter head, head office does it. The head office says i must wait for this letter and I'm still waiting, Got the letter 14/07/2015 wording is wrong