Horrible service

I am writing to complain about the horrible service I got from the above mentioned company. I know it is lockdown and I also work for financial services but what I do not understand is that why their lines are not working or having people working from home to assist. I tried emailing them requesting a prescribed letter but I have heard nothing from them and it seems like no one is working and making sure that consumers are taken care of. My next step will be to report them to the NCR and other financial service's authorities hence they are not willing to assist at all.