i went to elmokatam branch in Cairo, Egypt on 11/5/2021 to get a letter for traffic, I met Mrs. Iman From the Customer service and the bank debited my account with the expenses. she told me 5 working days to receive it which's mean 20/5/2021. on 24/5/2021 i went to the bank, however, she told me the letter is not ready because the five working days not passed. and instead of apologizing about the delay, she starts to argue with me and she was very nervous and talking in a bad attitude to try to convince me that the 5 working days not passed. I met her manager Mr. Mohamed who apology to me and admitted that there's a delay from the bank side and someone will call me on 25 /5/2021 to come and receive it. however, nobody contacted me and when i contacted them they told me is not ready so far. and now due to this dealy from the bank side and this bad attitude, i need a formal apology from the bank side and a deep investigation why my paper had been delayed.