Useless with no valuable feedback

I have been fighting for over a week to get my notary letter from this company. All my documents were submitted, my name change finally took place (to top it all off, it took them a week to add a 'K' to my life cover contract) and to date I have not received it. I urgently need to get this letter so that my lawyers can proceed with lodging at the deeds office. I have been calling and emailing on a daily basis to get this sorted but I still haven't received any helpful feedback. I was giving a 3-5 day period for this to be sorted out and yet I am still waiting. I find this lack of service disgraceful. This is the only document holding me back. I simply need to have my life cover ceded to my bond, how difficult can it be that it needs to take this long.