Unfulfilled promises

I met with a Capital Legacy consultant and was promised that my Will will be sent through to me by close of business. 3 days later still nothing, I sent the consultant a message to find out what is happening - no response. I emailed consultant and the call center agent that arranged my appointment - no response. I had a chat on the website and was told that I would get a phone call from someone to advise what was happening - nothing yet. I phoned the consultant a day later and was told the the will was at custom Wills department and will follow up but I should receive by this past weekend - nothing. So what is happening with the will? Is Capital Legacy going to take the responsibility if unforseen happens and the Will is not in place?