Account on hold

It’s been over a month now since my account being on hold and no one is attending my matter. I’ve spoken to the ***** department and i was promised a response but yet now its over a month and still my account is on hold.i wish we could give negative rating because all of this is definitely poor management. Ive called over 5 times now and every-time they keen on telling me the agent will call me but no one calls me