No satisfaction obtaining a Session cancellation l

I have been trying to get a session cancellation letter from your department since 31 July 2015. I have been phoning and being told 1 week then 2 to 3 days then a few BY END OF BUSINESS TODAY. It has been ESCALATED and according to the person at the call center i should have feedback within 4 hours. That was supposed to be on the 12th August which never happenen. Yesterday again BY END OF BUSINESS. When i phoned at 16h00 I was then told 24 August. Can someone please sort this poor service out