Terrible terrible terrible

I have been struggling to get a settlement and prescribed letter from MBD. Telephonically, the service is good and very helpful. I was told it would take about a day or two once you pop them an email. Once you send email it's dead man's door. its been 2 weeks and I'm still waiting and have been resending. Today i called again, and spoke to a lovely lady called Nwabisa. Hopefully she can assist with my letter today, as I'm really at a point of contacting the ombudsman or some higher authority for this!