Waiting over one month for a response on change to...

Waiting over one month for a response on change to a policy. Emails not answered. NO person with knowledge can respond to my request for information. NO manager available to talk to or contact. NO name of who to contact can be given. Apparently it has been escalated to high priority but over a month and no conformation/information. I was eventually told the policy was agreed and ready and a conformation email that policy ready and agreed to with paper work in the post in the next day or two but email and paper work has not arrived over a week later.

Emailing customer service simple got a reply that my request would be dealt with in 3-5 working days. This has not happened.