Clearance Certificate

At the beginning just after joining the service is very good obviously because I was a new client but over time the good service faded. Now if I need to speak to an agent I have to complain first, I sent numerous emails but no one will bother to call me back until I lodge a complaint. So on the 14.03 I paid my last account, sent the proof to an agent who advised me that by the 16 she'll have the settlement letter and will provide the clearance certificate. On friday the 16th I called again and spoke to Andi who said she'll check with Ellen in the settlement department and will call me back. I advised her that I wasn't at work therefore won't have access to my emails hence she agreed to calling me back but didn't . So I'm in the dark. On Monday I sent an email advising that I haven't had feedback since. I received a call from Sumaya who also said "someone" from the settlement department will contact me but no one has contacted me since. Today is a week since I paid but the account is still open and nothing has happened as far as I'm concerned. I'm not complaining because I have a big mouth and know how to use it but I hope this gets to management as they need to do something about the service that is being provided to the clients. The way we are being treated is really not fair. The competition is getting tougher as more companies are doing what you do. People are after good service not just service. Please get rid of me and just provide my clearance certificate. I'm tired of complaining about your service that never changes anyway. All promises made are never kept.