Day 5 still waiting for paid up letter : ***

On the 30th I phoned customer care requesting for a paid up letter and was transferred to legal and the call dropped. I logged a complaint on and got a response that my query was logged and ref number *** been assigned to a Resolution Service consultant to date I still have not received the paid up letter and when I follow up I'm sent from one dept to another and ran out of airtime...this is pathetic day 5 still waiting for a paid up letter and legal says its sitting with complaints since the 30th