still awaiting for feedback

Hi I'm still waiting for someone to contact me regarding the complain i logged two weeks ago. All im getting is calls from your collections team who are clueless, and know one is understanding my query. On Saturday i was transferred from collections to customer service. I was on a call for more than an hour and no one knows what is happening. I Believe Marilyn/ Marvin suppose to call me. Can someone please attend to the below