Ui19 requested 2 November 2022 still not received

Someone called from head office and never mentioned her name and she just asked if I am a customer or not and said she will escalate the matter,but still I haven't got any response or feedback so I want to know what it is I need to do now I sent email to *** and to *** and still no response I really need that document. Follow up can be done at branch 548 Vanderbilt branch.Hellopeter can you assist I really lost hope.Is it really difficult to get this document?Why other companies give within a day?