very bad filthy service

I HAVE CALLED YOUR OFFICES MORE THAN 5 TIMES IN A DAY, ASKING FOR A SETTLEMENT LETTER. THE ONLY TIME I MANAGED TO SPEAK TO SOMEONE, SHE PROMISED I WILL GET AN EMAIL WITHIN FEW MINUTES WHICH DID NOT HAPPEN. I CALLED 2 HOURS LATER ONLY TO BE PUT ON HOLD FOR MORE THAN 20 MINUTES ON EACH CALL. at the same time the slogan goes like **About Us HTN Attorneys is a reputable debt recovery firm, specialising in the recovery of delinquent accounts on behalf of banks, retailers, micro lenders and other credit providers.

WHAT DOES ONE DO TO GET SERVICE FROM YOUR COMPANY? since its reputable?