Bad Bad Service

I called this company requesting a letter for my prescribed letter last week and the lady I spoke to said turn around time is 2 business day and said I should send an email, have been calling her office to check if she received my email or not as she didn't respond couldn't get through to her until I called the office again today and I am now told a different story that the prescribed letter will take up to 10 business days??? How?? I need a clearance certificate which is still going to take longer but this company is still telling me to wait? Please make me understand how other companies take only a few hours but here I am told to wait for more than a week with an account that was prescribed more than 3 years ago, I need to clear my name and your company is really frustrating me over a prescribed letter. It's really not fair.