Long wait for paid up letter

I've requested a paid up letter on 17-03-2020. The agent told me it will take 3-10 working days. I then got a call from my company saying that if I don't produce it by the 20th there will be serious consequences. I called again today and was advised that I would get it by the end of today and I still have not received it. THIS IS MY JOB ON THE LINE. I paid this up 2 years ago. I can't understand why I'm still having issues with it. I work for a financial institution and it doesn't take more than a day to draft a paid up letter. This explains why we get so many complains about the service at FNB.