Bad service

I requested a paid up letter last week and I was told I would be sent same by EOB that day and nothing came through even now, when I called today I was told they are offline and can not send it today, they have been successfully debiting my money with no errors so the stories I am not going to take. I was told that writting a review on Hello Peter wont help. But just so anyone knows they will not really be fast in terms of service. I need this paid up letter guys I am not joking.