Failure to deliver on its promise

I lodged a claim with Clientele legal on 05 /11/2015, and I flagged the matter as urgent. U just received an SMS telling me that my matter will be dealt with the next Friday. To this day, nothing has happened, and I'm frustrated because I'm losing money in the process. They promised us sharp legal assistance and swift service delivery but here I am 18 days later stranded but they do not hesitate derbiting our accounts. This is not the service one deserve when we constantly pay so much money.