Disappointed with service for second time

I have been on medical incapacity my contract was then terminated due to ill-health gaurd risk cover paid only for 6 months after that imas started to debit then i send documents supporting my statement along with HR statement. yes the debts were paid off so they say i was never issued with settlements letter nor vehicle documents and consultants don't give feedback nor progress report thats so unprofessional only thing you hear is your matter is escalated. I have always referred people to since 2015 i won't anymore i rated imas best and helpful kind staff its only in the branch but those you call never answer nor get back to you this working from home thing is not working the consultants are busy you hear pots kids playing. Is the staff trained? cause everything they know is : I have sent your matter to my supervisor