Good service which unfortunately then turned bad

On 27 July, I called and spoke to Larry Long who was very helpful. I tried sending myself tax from the website but I wasn't receiving on multiple emails of mine. Larry tried the same and also wasn't successful. Later in the day, I received some of them but no the ones requested. Larry did call me back in the PM to check on this which impressed me a lot, but I still hadn't received all that I needed. He then called back on 28 July in the AM as promised and again I was very impressed. Yet, I still hadn't received the docs. He told me that he'd call back before COB on 28 July. I still haven't received my docs or a call. Very disappointed. This is now URGENT!!!