FNB taking over a week and still can’t send a paid up letter

I have called in numerous times requesting for a paid up letter since the 23rd of sept. On 3 occasions the agents told me me they are escalating my query to their team leader. Eventually a consultant confirmed that although my query had been escalated no Team leader has even been in my case, this after a week of calling in. She assisted me with logging a complaint. I was contacted by the complaints department on Friday last week. Who advised I would get the letter today. I protested this because I had been waiting for over a week for this letter. She advised she is sending an urgent request for me to receive this letter the same day (last Friday). It’s is now after 2pm Monday afternoon and I still have not not received anything. This is a simple letter! I have matters that will be greatly affected in 2 hours because of this letter that I am still waiting for. If this was a sale that benefitted you, I would have been promptly assisted