letter for arrangerment promised not delivered

I've been sending requests for a letter of arrangement to be emailed to me from 2015-03-12 up to today 2015-03-18 i have not received anything. I call every mornign they promise to send the letter from yesterday i asked them to transfer me to the person who can assist then they hang up the call. I explained the importance of the arrangement letter as i am waiting for an appointment from work but cannot get anywhere without that letter. i gave them my email address where they can send the letter and they confirmed it but nothing is happening. Is it so difficult just to forward an email and can it take me almost 3 calls per day without getting a response.i spoke to diffrent people