Poor service

Trying to get a paid up letter for an account that was settled months ago. My partner called the same day as me, received the letter the same day but I have to wait 5 days. Why is this, this letter is urgent and they just don't care. When I called on Friday for the 2nd time to find out where my letter is I was told I will receive it before the end of business day. Today I am told 5 days. All of the staff at FNB do not have the same turn around times. How does this work.. FNB make sure your staff all communicate the same thing to clients. And don't give better service to one person than to the next.