Long awaited simple response

I've been waiting since 3 December for contracts settlement amounts and every time I follow up I have to explain why. At some point the reference number (***3) given to me was not recognised by their system and I was told the Retentions Department doesn't deal directly with customers. I was only given their email address and the consultant promised to escalate my query too. To this day I still haven't received what I asked. Do I really need to beg for some service??? I can't wait to cut ties!!!