Bad customer service. Lack of customer communication

Poor customer service, lack of communication with the client, I have I’m trying to contact MFC the whole day as I need a letter of payment arrangement confirmation. This was an urgent matter as I needed the letter for employment. I have been calling the whole day with no success and their lines are disconnected. My calls keep on being transferred to someone different. What would be so hard about sending a letter? Surely it’s not an uncommon request?