Ignoring the client

I have requested a prescription letter in Feb and to date have not gotten a response , I called tenacity, they say call nimble , Nimble no one assists and have been giving the DC a cold shoulder. The initial signed account was with akermanns , now we having to run around, as far as I know according to the credit act the account over 3 years of non payment is prescribed Why is it so difficult to get the letter Do I need to lodge the email with the NCR.