Awaiting a letter for over a month

In the begin of April i requested a prescription letter for debit, i received a call and was advised that it was forward to the legal department and will receive a call monday. Nothing happened, I called them and was advised that it was with the product house i will receive feedback 7 days after the 14th April, nothing i called again was advised sometimes the take longer. still waiting last week i called spoke to a Mpumi who actually advised that she escalated it to her manager, but i should log a complaint with the Ombudsman as the product house is not giving answers please assist