Prescription of debt complaint

I Trust that you are well I have been constantly calling the department that handles the claim for my prescription of debt I had lodged with one of your advisors I cannot recall her name she said I would receive a letter acknowledging that it is done, I have not received the letter I am not sure if it has been done, I am tired of chasing this up with you guys, it is really unfair can I be allocated to a person who can assist me with prescription of the debt?