Bad call center serive

How can you treat your customers like this, I have been calling and requesting for paid up letter for more than two weeks. Every time I am told that a request is being sent and I will get the letter in 2-3 days and still today I call again and being told the same thing.

This is so frustrating, you cant just edit a letter and put my details on it and sent id to the customer because clearly the system can show that the account is being paid for 3 weeks now. What is so difficult with this request?