Not holding my breath

Oh my word! I don't even know where to start here. I have requested a Paid-up letter early in February. Two weeks later after nagging them they send me a wrong statement that belongs to someone else. After struggling to get hold of them, eventually I get through and explain their mistake, with a request to send the correct document. One more week later without response, I again call them. This time around they tell me that they do notice that I requested a paid-up letter, however, because I requested it from the wrong department, they did not action it! Me, ''...ok who is the right department...?", them "...I am forwarding your request to them right now..., it will take a further 2 to 3 working days...". Well I am not holding my breath!