Credit Reference Letter

I have been trying for a week and a half to get a credit reference letter to include in my application for a home loan.  I keep getting conflicting information about whether or not this can be done.  It's a simple enough request.  I got one e-mailed to me from my cell phone carrier in under 10 minutes.  I don't understand why half the people I've talked to tell me it can be done and the other half tell me it can't. 

I have been a loyal AT&T customer for several years.  I am beyond frustrated right now and am on the verge of cancelling my service.