Paid Up Letter

I am do frustrated I requested for my paid up letter on the 28/05/2021 I was told it can take up to 72hours to receive the letter, I called on the 02/06/2021 to follow up I was then told "no they gave me the wrong info its up to 5 working days" I asked should I have the letter by the 04/06/2021 the answer was yes. I called again on the 07/06/2021 and was told my matter has been escalated and should get the letter by 17:00 nothing was sent, I called again this morning (08/06/2021) was advised that my matter has been escalated again to the head of that department and should send the letter I am still waiting for my letter...I am sure that I wont receive the letter again today its been 7 days now and all I am requesting for is just a letter.