Previous exam papers

I am very unhappy with intec's poor service. I Have sent my previous exam filled in form and proof of payment on 31.08.2015 and is still waiting for it. I have phoned in and they've told me its going to take 48 hours but whenever I phone they keep telling me they waiting for the exams department. I have a very bad experience with intec. Why do I get the feeling that the exams dept is ignoring me. On june month I had to phone intec more then 12 times just to get my confirmation letter,they eventually sent it to me a day before the exams which have put me in a terrible predicament. why is intec ignoring me? And why can't no one tell me why the exam dept don't get back to me. I mean they just have to mail me an old paper that they have,its not that they have to apply for it. Very unhappy student, *** .If I don't send emails and phone every time, intec will never come back to me with my stuff.