Excessive delay in providing PAID UP LETTERS

My wife requested a "paid up letter" relating to cell number ********** and was told it will take 48 hours. IT IS ALMOST A WEEK AND STILL NOTHING. How much longer do we need to wait???? This is getting in the way of our bond application since she paid this account in 2017 already. The case number is: ********** 344. Your urgent assistance would be appreciated as we could lose a property we are interested in purchasing.