requested an invoice and still waiting

I called my premier banker asking for help as I dropped my cell phone and the screen cracked and I was looking for some sort of proof of payment/invoice as my cell is on a contract to claim for screen replacement. I was transferred to jaopaulo or something to that effect and he said I will get it within 48 hours and I am still waiting. I called yesterday doing a follow up and I was told he will send it through and even now I haven't received it. what kind of service is this??