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I am a solicitor in Scotland. When pursing a complaint like this where there is an outrageous delay like this, I find it helps to email the CEO of the company. He or she will then usually delegate the case to a senior person, far higher up the scale than you will have been dealing with at present. Send an email to***@******.*** and clearly and concisely explain the issue and ask what he can do to fix this dreadful state of affairs. I hope that helps. Please leave a positive rating so that I am credited by JustAnswer for helping you today.