Bad Customer Experience

On Saturday i called "the call centre" requesting a settlement letter, i was told that i will get it before end of day that day however i didnt. Today i call again because its been long overdue and im told that we dont issue settlement letters. And again im told that even if we can give you a letter it will take 5 to 7 days which i was not told in the beginning. Can somebody help me as the lady who i was talking to just went silent on me after i asked her if i can speak to a manager and she said its impossible since i know whats happening out there which i dont. She said she will send an email to the manager which they will come back to me when they go back to the office. "Its nice when you convince us to open account but when we need your assistance you dont give us".