Continuous Poor and unsatisfactory customer service

This is my 5th or 6th complaint about this company they never return calls or acknowledge emails. They have such poor customer service. My debt review loan is paid up at the end of July 2019. I initially requested a settlement discount as my loan was settled in the same year the initial term of the loan was granted however no response. The last installment was overpaid. I still await a response concerning the refund and my paid up letter.