Ingored for asking for a letter

The school admin is really disappointing. I have requested assistance for a letter of confirmation from them and the lady by the name Keneilwe ignores messages. When she finally responds she tells me they gave my child a letter in January and clearly they do not want to issue me with another one. I have been asking for monthly statement for over a year. It is only a few days ago that she sent it but refuses to issue a letter of confirmation. I am disappointed as a parent who never has missed a payment in how the school operates. They dont update details even when corrected every year. I regret having taken my child to this school. The lack of professionalism is so bad. It shouldnt take a week or should I beg for assistance.