Bank rating Letter

I called FNB business banking twice on Tuesday the 17th requesting a bank rating letter for my business on both these occasions the agent promised to send me the email where i need to direct my query but none was forthcoming ,eventually on Wednesday the 18th (Ref :1- ********** 695) i got hold of my banker who then provided me the email address to direct my query ,i then followed up with the call center on Friday the 20th (Ref 1- ********** 599) and the agent advised that nothing was done on my previous request as there was missing information ,this is besides the fact that nobody bothered to advise me and i was supposed to somehow figure this out after talking to 3 people (agents) who also somehow didn't think it was important for me to know this ,The tender i need the letter closes on Tuesday 24th and i am no closer to getting my letter ,....FNB being a private client i thought i would get a better treatment ,,,,.......deeply disappointed and considering switching out of FNB