No response on email again

Paid an account to date in September. Never received confirmation then suddenly there were other costs. Called them on the 20th received a settlement amount. Settled the amount on the 20th October. Called on the 24th to find out if they received the settlement they said they would send confirmation of the settlement and close the account within 24 hours..... To date we still waiting on even a call. Bad customer service. So should we get the ombudsman to confirm everything is in order? Clearly your service is no up to scratch get your act together and call us.