False promise "2 working days"

Terrible service, I go to the branch for a letter I need, they ask me to use the secure chat on the app who then give me a number to call. I was promised the letter will be emailed to me in 2 working days, its been more than 3 days still nothing and when I call back multiple times all I get is they will get back to me but no one does. I urgently need the letter and still have not received anything.