waiting for documents

On Tuesday 7 April I called nedbank to ask them to send me a letter stating that our account had been settled. I explained that I needed it as I had to submit it for a home loan. I was told it would take half an hour. I received nothing. I then went into nedbank yesterday and was told I had to wait 24 hours. I called again this morning and I was told that they would send it straight away. I have now spent half an hour on the phone and my wife has spent 45 mins. Both of us are being passed on from one dept to another and then placed on hold. We have a deadline for our home loan application and this is the only documentation ww are waiting for. How long does it take to email a document to me stating that our payment has been settled?