Waiting for response

This will be my third complain with Edgars, I have previously stated that I was unemployed and my contact will be elapsing this Month, as I was only provided with 3 month contract, I requested that some of the fees which were added to the account the time I was not working be written off , I have been promised that the account manager will contact me it's been like 3 weeks now and this is really getting out of hands, this account is a prescribed debt, please send me the formal response to my complain so that I can take this matter to ombudsman for retail , because I am not getting any joy whatsoever. my email adress is [Email Removed]