AVAF Collections poor, below standard service

I an an AVAF client. I sold my vehicle and is currently paying off a balance to the collections department. The problem that i am currently sitting with is that for months on end i am trying to contact the department but i do not get any answer. I would like to get a balance on my account, which i am entitled to but with no joy. It is highly frustrating as my debit order goes off but i receive no statements. It has to be on record that the service is of a very poor standard and if i do not get any response from this platform i am inclined to go to the ombudsman.