Incompentence

I have requested a settlement letter from these people and they had promised me that they would sent it before end of business today yet it has not been actioned and its been 3 days from my first request ,I spoke to the Manager Vaneska who is the one who had promised to send it and deal with a consultant who was rude and unprofessional ,verbalising things like " should I tell you in a language you will understand" and a few other things , I will ask for the recording as it is well within my right to request for one as my query and complaint has not been attended to I will release the recording should it not be that im attended to as a customer. further more the consultant who has belittled me will not hear the end of me as I will take this further .