*********** call centre staff

I have requested an paid up letter to my account last week Thursday and was told I will receive same within 48 hours. Obviously did not receive it and called in again was told that I will receive it within an hour of not then the next 48 hours. I then told Lorraine that this was my second request and then only she told me that the letter requested last week did not go through because the account is handed over to attorneys, call the attorneys and they have no records of the account. Should I take this matter to ombudsman? This is not the 1st time my request has been ignored, I've requested a settlement letter a month ago from the website and still awaiting response.