Good service gone bad

What started off as a good customer experience has turned into a horror story now that my Clearance Ceritificate should be issued. As a client i had to do constant follow ups. Have been waiting my Clearance Ceritificate since May 2019, with nothing happening. They keep on telling me that someone will call me back but no luck. Am i ever gonna get my clearance certificate. The last Ticket ID: 608760 - was opened and closed without resolution. In fact my hypen statement shows outstanding balances of accounts that have had closed up letters issued on. Can somebody in a senior position take control of this matter and drive it to completion without any excuses.