System offline

I`ve been calling consumer friend since 06/10/2017 to request a paid up letter , apparently they have migrated to a new system and their system has been off since then , I called 06/10/2017 - advised they offline 09/10/2017- system on but still; having problems logging in advised to call back after 2pm called back still offline 10/10/2017- still offline call back in an hour 11/10/2017-still offline call back in an hour 12/10/2017- I advised agent I will accept another offline and she says she cant help me they still offline she cant log in the technicians is working on it I must call back in an hour

Seriously where is the customer service ...not one agents offered to take my details or call me back , for the past 5 days its costing me 3 phone calls a day just to be told they offline No one even sounds empathetic to clients.... and does not offer any other assistance Do you realize how this is affecting peoples lives? I need this letter urgently to obtain a form 19!!!!!!!