Poor Service Level

They have a poor service EVER, we all work with call centre agents once in a while. but CCD courier is taking the cup on my side. Escalations process take forever and its also very bad. No communication at all, whether via email or telephonically. They Just advise, they waiting for client to get back at them.. What about me, I'm also a client, just because their 1st line Client is Intellicell that doesn't mean I shouldn't to prioritized. Worse part I'm the one calling them non-stop and I keep hearing the same update Matter has been escalated BUT no feedback..... Follow-up process??? Communicating with me