Just need feedback on what's going on

I am a long time client of Bayport and always loved their services up until recently. I have app**** on the 6th October 2022 sent all my documents and settlement letters. I had to keep applying for settlement letters and whenever I request then extra charges get put on my account. It's the 16th October 2022 and still no progress. I've never had this bad service ever as I had high expectations since I dealt with Bayport for a while now. I am really disappointed and upset about this. As Bayport has always been top on my list. I really hope this can be resolved today as it's how long that I'm waiting like this... I still regard Bayport as one of the best companies that help people... But I really don't no what's going on. Tashia Malander ***