Poor service delivery

I've been calling for a week and every time someone tells me that the consultant (Arlene) is on another call but will get back to me. This has happened 20 times already. I've not even been able to talk to a manager or a team leader, and it is critical as someone else's profile and statements pop up with my ID number. Not to get back to a client with this information is completely disrespectful and unprofessional to say the least. I am still waiting for someone to contact me.