6months for prescribed letter

I have called for a prescribed letter since June and have been dealing with Lincoln who i believed was the supervisor and have been sending emails from Aug till Oct to Lincoln,Seth and collections and still im ignored and given a story,today 12 dec 2025 I called as iv been waiting and spoke to a lady named shubnum and was advised Lincoln is not a supervisor and it take approximately 2weeks to get the letter iv been waiting 6 months.why handle the accounts if its not going to be done.