Poor expediting service

I applied for a passport shortly after I became a citizen on March 2011. I received my passport in 10 days but my certificate of citizenship wasn't included. After contacting Houston passport agency numerous times I found out that agency had lost my citizenship certificate. I submitted a complaint letter to Office of Field Operation and explained my situation. I recieved a call several days after from Houston passport agency. They apoligized and agreed to compensate me 345 dollars for getting another certificate from Citizenship office. That was back in August 2011. As of today March 14 2012 I haven't received anything from passport agency. I have left several messages for Houston passport office but not once they have called me back. Director of Houston passport office is Eric Botts and he wrote to me in his letter that I can contact him directly if I have any questions but he never answers calls or resposnds to my messages. I just wanted to write this here to let readers know what kind of service passport agency is providing for its customers.