Disgusting Service

I called in a week ago to request a copy of our TV licence. I was told that a request would be sent through and it would take 24-48 hours to be sent. I have still not received it. I called again today and explained I need it immediately. I was told a supervisor would send it immediately. Its a half hour later and I am still waiting. I called again and spoke to the most unhelpful person ever. Apparently we can not lay a complaint or speak to a Supervisor. You can only speak to a customer care agent. This is totally unacceptable. He was not willing to help me at all. And I AM STILL WAITING FOR THE COPY OF OUR TV LICENCE!!! We have done the right thing by paying for the licence but can not even get proof!!!!!!