Poor Customer Service

I have never been disappointed and bored by customers service in my life like the one of Edgars. I now understand why they are no longer rated among thee best in the country. On Monday 6th Dec I went to their branch in Centurion request for Paid-up letter as I wanted to buy myself a present. They referred me to their HQ which promised to deliver the it within three days. 3 days past without a letter and I decided to approach them. On my arrival I was shown that the leeyer was delivered but when I requested them to resend as I didnt receive it, they told me that the letter was nowhere to be found on the system. I pleaded with them that I need it urgently and they promise to deliver same day. After waiting for more than 4hrs, I decided to approach them through their customer service line. It was when I was told that the person who did the promise was just lying. Their system takes 14 days to generate such a letter. Why must two people working for one company have different knowledge of their company's process. Does it mean we are served by liers or is it the company taking its customers for granted. Why does it take so long to generate such a mere letter. The worst thing is that the assistant also hang up on me and I was left to think for myself what next. I use to love Edgar's but after this, I m praying for its eternal demise. Their staff at HQ think they can do as they wish. I just want that letter and they can cancely account with a refunf