Customer service and finance department horrible.

I am struggling to get a prescription letter from Jet, I have contacted the NCR and they have advised me that I qualify for a prescription letter as the debt has not been acknowledged for more than 5 years. I have sent emails and called and still no response instead they keep on saying the matter has been escalated and i will get response in 5-7 days. I first put in my request on the 17/01/2020 and i am still waiting.