What does it take for one to be cleared and be given a Paid up letter

I sent them multiple emails requesting for my paid up letter from MTN, I there turned to making direct phone calls as my mails were not responded to. Out of the 5 Agents who picked my calls were all so Rude but one was ok professional. They all told me they were gonna e mail me the letter in less than 10 minutes and those 10 minites have turned to hours and today when i phoned, was told that my email address has not been captured, after capturing it she again told me of the 10 minutes time frame and its been 2hours again still awaiting for the paid up letyer, are we still living in the 17th century where letters took years to be delivered????