Difficulty in getting a cancellation Letter/ Paid up up Letter

On the 3rd of February. I paid up my contract, called them for a paid up letter, the consultant said it will take an hour. After not receiving the letter I called back and spoke to a manager and he said by the afternoon or call back at 4pm. Still didn't receive anything so I called again and they said 2 working days. to date I have been back and forth with them and no joy. Then they tell 3rd March now 7th March. I had a contract that was cancelled months ago even for that I didn't receive a paid up letter. I'm a first time bond applicant and due to their systems, I am having such a difficulty.

Their service is pathetic.