Terrible service again.

I have a mechanical claim that I am trying to get sorted. My car is sitting at the dealership. I was allocated a consultant -Smangele Hlela who was supposed to assist but has not once given me or the dealership a call. Yesterday I called & was on hold for 20 minutes. As I write this, I have been on hold for 23 minutes, I am even taking screenshots with no one answering or assisting. All me & the dealership get are automated email responses & no progress or direction on what should happen next. This is so frustrating.