Disgusting service

I emailed my documents on the 8th of December 2022 requesting letter of entitlement for exchange of my driver’s licence. On the 18th of January this year I called the offices and spoke to a lady who told me the letter is ready, I will receive an email on the 20th of January for collection on the 23rd of January. I never received the email till today. When I asked someone to go to the offices she was told the letter is not ready. The guy that she spoke to told her the letter will be ready the following week, but still till today the letter is not ready. It is way past 3 weeks of processing time and I urgently need the letter because NDLS is waiting for that letter to process my application. I stated in my application that I need the letter urgently. I am really disgusted by the service