Lack of Standard operating procedures

This has to be the worse customer experience I have ever seen, they make promises they don't keep there is no standard operating procedure because every consultant you talk to tells you an different story. From 24to 48hrs to 3 to 5 business days now I'm being told a basic letter stating the my account is up to day its 7 to 14days after being told 3times it has been sent but I have not received the email. So my question where did they send the email to ,I provided an secondary email address that didn't help. I haven't received my requested letter. The level of service is really disappointing and they should be embarrassed how they treat their customers.

I will never encourage anyone to take a loan from them because they are quick to want their money but should need documents from them then its stories