settlement letter

I have finished paying my cell phone contract account and requested for the settlement letter via the phone. I spoke to maria ( vodacom consultant) and she said she e-mailed it to me on 21/01/16, I check my e-mails every 2hours hoping that I will find it. When I follow up she told me that it has been sent andand it will take 48hrs to appear in my e-mail box, gave them another two alternative e-mail adress but still I cant receive a letter from them . It is now more than 96 hours I am waiting for th the letter. Please assist me to get my letter as I want to use it urgently.