Bad Service

So i have requested a settlement letter which took almost a week, then to get to speak to a consultant took another week, oh well i still didnt get to speak to someone as yet. How do you put a contact number then get told "ill put you through" and no answer or it says you calling out of office ours but its in the middle of the day. Even giving you an email adres, i have had no response from a email i send a week ago. How pathetic