Online Communication is a joke

I tried the online communication chat today to ask for a special request for a letter I need for a house application. Was not expecting such a shoddy attitude from a Busi Gumede, telling me that She will send the request, when I asked if its possible I could have it tomorrow afternoon at all, as this landlord has given us short notice too for documents, she said I will have it by midday tomorrow, she then goes on to say 'to be quite honest these are not letters that we usually send, I would suggest that you do have another letter incase ours doesn't come through.' so I asked then why tell me you will do it, she then proceeded to tell me 'that they will do it I just cant expect it in the next 5 minutes as they dont do this sort of thing', When I advised that I wasnt expecting it in 5 minutes, her response was \ well I was just using an example"this doesnt sound like a big deal but I am actually shocked at the unprofessional manner of this employee"