Struggle of the settlement letter

I've never struggled this much to get a settlement letter .I've been on the phone since Monday 22June trying to get a settlement letter ,I later sent an email then contacted them on their Facebook page with no help I've been told the consultants will call me back all they do is call and when I answer they drop the phone even when I call them there is no answer or if they do answer they don't speak to you but you can hear laughing in the back round ....I'm so fed up with Direct Axis and their lack of client service and transparency