no feedback

according to our records my vehicle and asset finance account has been paid up, we have been waiting since 15/07/2015 for feedback regarding this account. no one replies to emails they phoned me from legal department and when I asked them to phone me back I was told in 5min (I also work in call centre and cant always speak) the lady told me she will phone back in 5min and send a sms and im still waiting. I need this to be resolved because I can get a bad name from this. All I am asking is feedback and is that not a normal thing? it shouldn't be this much of a hassle.