HOME LOAN QUERY: MORE THAN A QUATER OLD

I am so unhappy with the home loans department. For more than 3 months now they are failing to give me 1 stop order document i have requested. I have made countless number of calls. When I am talking to their assistants I write the name down. Wen calling the following time they will deny knowing that person yet they say their calls are recorded. To me I have just noticed that they are a bunch of *********** ****s.