Poor service from the collections department

I'm struggling with the collections department.. I wrote a review about their poor service last year and how I have to call after them every other week. When I send emails they don't respond and when I call they don't give me proper feedback. The last time I called I was told the case is handed over to the legal department someone will contact me shortly. That was moths ago no one contacted me. It's very frustrating because if I don't make contact they don't bother to keep me updated. I have to spend a lot of airtime to call them because most of the time I'm placed on hold.