Waiting more than 48hrs for paid up letter

I reqeusted a paid up letter on the 18/02/21 and still havent recieved it i phoned them again today only to be told tha they will log a new request ant that i need to wait another 48hrs.This is unaccetptable what happen to the reqeust that was logged on the 18th the consaultant just says sorry you will need to wait 48hrs again he does even do the effort to find out why the letter has not been sent yet.