poor service

I am not happy with a not response from Rochester since I made an inquiry on the 2nd of November 2020. I am still waiting for feedback if my account is settled or if they are going to issue a settlement quote because this people are ********. I cannot be paying interest on account that is settled and request a settlement quote for more than two months. very poor service as ADRS send an email to me and Rochester for account closure and never responded instate they keep demanding money from me. when I phone in to Rochester i cannot get through to the finance or even speak to a senior and they keep saying to me the finance department is responsible for that and the consultant will send an email to me.