No letter stating the account was closed

My Candidate got a job offer and need a letter from FNB to say that his debt was resolved and the account was closed in 24/03/2015, without this letter he can not start work - to no avail was this letter given to him only an email to say that the account was closed, email is not going to work they want it on a letter head - why is it taking so long to email him the letter? This is bad service my Candidate can loos this job