I AM SICK AND TIRED!

I called the call centre to ask for a paid up letter yesterday at 10:32 am, I was advised that I would receive the letter by email in 2-4hours. I called the call centre again later that day, my request was escalated to the Supervisor and I was told that I would receive it no later than 3pm. I checked my mailbox again today, no letter was sent. I called them again and was given the same run-around. I don't know what to do anymore, if it's not refunds, it's this...