Bad customer service

Customer service at Game is unbelievably horrible. Last week Thursday I called them requesting a paid up letter from them they promised to email it by the end of business. Yesterday I tried to follow up with them this morning they said they have sent it I should give it a few minutes to come through. I went to to the store later on the afternoon and the store directed me to the phone and still I have not received the letter Am so frustrated by their service, emailing a letter can it really be such rocket science...