HOW LONG CAN IT TAKE TO PROVIDE ME WITH A LETTER ??!!!

I phoned Thursday 10h00 to obtain a letter to confirm my credit card is paid up to date (after missing only ONE payment I was listed on my credit record - strange how soon they forget the rest of the months where you pay in higher amounts than the installment .... ) . I was advised this letter will take 24 / 48 hours. After how many calls I learned that because I used my card over the weekend, it now cannot be given as that transaction did not clear yet . So, laid a complaint Monday afternoon after numerous calls, promised feedback to me. Got a call Tuesday morning from complaints and feedback promised by end of the day (wonder which day exactly??) but nothing. When I phoned complaints department back just after four, the guy who phoned me left for the day and apparently the letter was asked for by them , but the poor transaction did not clear. I never had such poor service from any bank in the past for just a simple letter !!!