Waiting for respnse

With reference to ref no. ***7, after more than two weeks I still have not received the courtesy of a reply. Please indicate when my letter will be produced. I am not understanding why this is taking so long nor the unprofessional manner in which this request has been handled. Besides a generic email and sms, you do not have the decency to let me know where we are in the process yet you have a team of highly paid individuals that clearly do not know how to service their clients.