Very poor escalation service , no urgency on their side at all!

It has been longer than three months to verify Documents - this is unacceptable , I have been patient, grateful, kind. Tried every way to work with them in doing every single thing they need from me meticulously. Now today I am at the end of my tether and I call Complaints department which they encourage to do so if you are unhappy and guess what - They are not available !!!!!