Poor Poor Poor customer service !!!

I have been waiting for my paid up letter since last week thursday the 31st December 2020. Daily follow ups with their calls centre and empty promises made daily to send the letter by close of business day. When you call in the calls get cut off and also no one has the audicity to call you back ... apparently another dept is responsible for this not the call centre. i am told the request has been escalated but still to paid up letter!