No assistance

After receiving a sms stating that my account is in arrears I called customer services to rectify this mistake as my account is not arrears. I was promised that it won't affect my credit score as it's a mistake on their side. However, my home loan application was declined because of my credit score (I only have Makro listed on my credit score). After calling again I was promised a letter which I can send to the banks explaining what happened and that my credit score should not have been affected and that I am a paying customer etc. I was told that the letter will take 48 hours, my financial adviser recommended that I write a review on hellopeter.com, the lady assisting at the call center said "Okay". She didn't care at all. Anyway a week later and after 2 more emails I have still not received the letter. No customer service, no assistance and no care at all.