Home choice complain

I have been calling home choice for over a week trying to get a letter that my account has been paid up. The first consultant told me that i will receive the letter within 24hours, I gave them a day extra in that 24 hours but I still didn't receive my letter I called them back and was again told that they are sending the letter immediately of which they didn't again. I called again and the lady who picked up claimed that the email address that appears on the system was wrong,this is after I alphabetically gave my address to the previous consultants. She promised that she is gonna send the letter immediately AGAIN. I understand that with covid things are delayed but they all promised to send the letter which I specifically told them that I NEED.