No Sense of Urgency To Assist And False Callback Promise

Hi my name is Lehlohonolo Mokgatla, I have a policy with one 1 life, I called in yesterday requesting for policy documents to be sent to me, the advisor told me that the documents will come through. I did not receive the documents on my email until today in the morning. I called in again requesting an advisor to phone me back, she told me that they can only call back after 9:30am its already 10am and no call was received. Why is it so difficult to get policy documents from 1 Life, this service is actually pathetic and there is no sense of urgency to assist clients.