Awaiting settlement letter since last Wednesday

Went to branch to ask for settlement letter nd was told the system is faulty nd the only proof they can give was a screen damp but I'd receive a proper one by end of business once the problem has been sorted. Called back before close 9f business nd was put on hold for over 15min ute before the call was cut. Call again Saturday to no avail the phone rings but no one answers. Called a few minutes ago again same thing as Saturday.