Poor service

I am sending this to check the status of my query about a payment I made to BLC Collections which turns out to be attorneys. I called last week and I was told it is being escalated and I’ll be called back. I sent a POP to this email and those BLC attorneys received the email and your organisation also received my email but the payment went to BLC Attorneys. What is the hold up with the investigation? I haven’t received ANY communication from you guys on this. I have to make the follow up since it is my issue and doesn’t affect you at all. CAN I BE CALLED TO BE BROUGHT TO SPEED WITH INVESTIGATIONS?