Paid up letter needed

They have the worst trained customer services who for a month now are telling me I will receive my paid up letter in the next 48hrs which still to-date have not.i pleaded with their supervisor Thato and Lindiwe to atleast acknowledge my mail they did not bother.i have done my part what is the issue with them doing theirs.I need that letter ASAP, the fact that one of your agents told me I should just forget about it as clients are waiting for over 6 month without getting it means they know there is a problem but doing nothing about it.