Poor Service

I had requested for a cancellation letter from last week, I sent an email of which they did not respond to until I called in on Friday to request it, they promised 24 hours but nothing came through, I called in again yesterday morning, the promised before the end of business yesterday but nothing came through. This is poor service as they do not deliver what they promise to and they do not even send a follow up to say they apologize they have delays, I need to go to the bank and I can't get assistance without that letter. I am so frustrated and disappointed.