Poor Service

Shocked at the service received from DirectAxis. I received a settlement 1 July, I made payment 5 July I then requested a paid up letter which I was advised to request on Friday 09 July. I went back on Friday to request the letter and today 12 July received an email to check within 7 days. Amazing how you only given 5 days to settle but when requesting a paid up letter it takes days and days. Are clients debit orders taken into account as keeping in mind next week debit orders for month end run. I then gave them a call this morning and was given the run on how it goes to this department first then to closure then to the next department for a letter etc etc. So basically then the clients must wait again to try get refunds when the debit order runs again because it takes a month to sort out something internally. An absolute nightmare!!