BAD SERVICE

First off when you call you can NEVER speak to anyone cos the waiting period is too long. Secondly its now the second time that I was told I cannot get my results because my account is in arrears. The accounts dept has confirmed that my account is NOT in arrears, mails are never answered. I have been waiting and calling for 2 weeks to get my November results, every call centre agent is apologetic and keeps \escalating"the matter but I have had no results to date. """