Irate client not receiving services

Good day, I am writing to formally express my extreme dissatisfaction with the service I have received. I requested a settlement letter, which was provided, and I made full payment accordingly. It has now been three weeks since payment, and I am still struggling to obtain a paid-up / settlement confirmation letter. Despite numerous follow-ups, I continue to receive the same response — “it is at allocations.” This explanation has been given repeatedly with no progress or resolution. The consultants I have dealt with appear to lack a basic understanding of the nature of the business and the processes involved. I have unfortunately found myself having to explain to them how to do their jobs, only to be met with the same unhelpful response. I find this completely unacceptable. Your team is very quick to call and harass clients when payment is outstanding, yet once payment has been made, there is a clear refusal or inability to assist. This is poor service and reflects a serious lack of professionalism. To make matters worse, the WhatsApp communication channel is ineffective. Messages are ignored, and no responses are provided, leaving clients frustrated and without support. I am extremely unhappy with the service received and expect this matter to be escalated and resolved urgently. I request that my paid-up / settlement letter be issued without any further delay. Please treat this matter with the seriousness it deserves.