Bad customer service

I reported a case with Clientele to assist me with eviction, they don't call or give any advice or information of what's happening with my case . I have been calling their office and this is the second week but in adverts they say they respond within 48 hours . I Send additional information to my case always to find that it's never updated on my file . I send emails all the time even call and stay on hold with a lawyer that is never available and always busy on online, will be always be promised an email is sent for him/her to call me but am in the second week waiting for a call .