STANDARD BANK STILL HAS NOT GOTTEN BACK TO ME

I called standard bank on 29/04/2015 requesting a latter that states that my bond with them has been cancelled, and the person I was speaking o told me that they were going to email the letter to me by the 04/05/2015 today it is the 05/05/2015 and still nothing from standard bank, when I called yesterday and spoke to Thando or whatever his name was he told me that neither him nor his team leader can give an answer as to why I still do not have the letter, because they are waiting for their back office to draft and send the letter, which I find very disturbing as somebody that works in the back office myself, I know that it does not take that long for the back office to draft and send the letter, clearly standard bank does not understand customer service 101 which clearly states that you should not over promise and under deliver, it was bad enough that I had to wait 5 days for something that can be done in a matter of seconds but for standard bank not to be able to deliver on the day that they said they would and not have an explanation is disgusting.