Disgusting lies

I'm so parcel by the staff behavior,they can lie through their teeth. We had a great conversation about my inquiries and it ended well. Unfortunately I didn't asked for the name because I was tired from taking from one department to the other. Finally I got a friendly in credit card collections. She promised to assist me with the paid up letter. She was convincing indeed. I asked her to email the paid up letter right away because she claims that the was sent to me on the 16 September 2021. And she can see it on the system. I was so relieved and happy. She even told me not to worry she is sending letter as we're speaking. And the worse thing she even confirm my email address she is going to forward the letter. I droped the phone at the end of conversation and she said have a lovely day with such humble voice that make me believe all is well. To my surprise, till now I haven't receive any letter from the FNB credit card collections. So disgusting, it seems as to lie is her professional daily routine life at work.