Shocking service

I joined Gems more than 3 months ago, and I have been told I am missing documents when in fact it's all there I have been told when I call them. Each time I get a reference number and get told I will escalate the issue and to my manager. And we promise to get back to you which let me say they NEVER DO!! And it costs alot or money to phone Gems each time as you are on hold for a while till someone is able to assist you. It's absolutely shocking to say the least. Gems get your things in order!!!