Bad Service

I logged a call to claim on my Clientele App, after completion you get a message that says "The Consultant will contact you shortly". Even now I am still waiting for their responds. I did this on Tuesday and Wednesday. I don't know the turnaround time for this, but what I know is that since I am paying for this services I expects them to respond quickly. I have noticed something with this service providers, if you sent them a message to join for a certain service they are quick to respond to sign you up, but if you call them to claim this is the kind of treatment you will get. No responds at all. Maybe I should consider counselling the policy and look somewhere else. Is a pity I just joined them couple of months ago, now they are showing me their true colors.