Wake up Norman Bassett!

As to date, we have received communication via email from the specialized customer support staff but when we try to go directly to her , we are put through the customer service department. We dealt with a customer service rep, adv her that we would like proof of the said debt and we provided the relevant contact details to facilitate a speedy end to this debacle. However, they continue to send us emails stating that we haven't responded . What's up with that?