confirmation letter

I requested a letter from outsurance stating I don't owe them anything and neither do they owe me anything something I needed for a application I app**** for. I spoke to saulo which guaranteed me he will get back to me and that he did send a request through to the department for the letter. that was on Tuesday 03/03/2015. it is Wednesday the 04/03/2015 and im still waiting for a simple letter that states the above. what do I need to do for them to assist me.