Poor customer service

I've been trying to get a 17.W letter from them for two weeks. The woman promised if I pay the relative amount (which I did on 13/09/17) that they would give me my letter within two working days. Its been a week now and still no feedback. I phoned last Friday and was told that the funds have not been allocated to my account yet and that I cab call back on Monday (18/09/17) and I'll have it then but she was conveniently not in the office. Now when you phone no one answers the telephone and she ignores my emails. I am in desperate need of this letter but they do not seem to care