DMC is horrible! You need to Lawyer up for them

Horrible work ethic and customer service. I requested a prescription letter for a very old account, as per the Prescription Act. It has been over two months of nothings from their customer service. I am being told the matter is being escalated everyday. I cannot be sent over to this "Team Leader" that everyone is claiming to be reaching out to. every week, I am told I will be emailed the letter the following week. I contacted them to request for the letter on the 21st of September. Follow up emails are not being responded to, and I am being taken from pillar to post by their agents! I am wondering if the Ombudman can assist in cases like this because DMC is frustrating and is inconveniencing my life now.