Terrible Service

I have been trying to get letters stating that my accounts with Woolworths are up to date, and my accounts are in fact up to date, which the banks are requesting in order to process my home loan and at first they said it will take between 2 to 4 working days, and now they are stating that I cannot get these letters, I can only get these letters if I settle these accounts. The last person I spoke to, Zain, advised me that this is my fault for misconduct on the accounts over a year ago. This dumb process has now costed me my home loan, just because Woolworths cannot send me letters that my accounts are being paid regularly, which they are!