Legal help not available

I asked for a legal service i sent an email on 18 October 2019 without getting help i called 21 October 2019 i was told my email is at admin not yet brought to legal, i raised my concern with the call centre i even asked him are you a qualified lawywr he said yes we continued.While using my cellphone i asked him to call me back he said can't thats the service I pay and i asked can i send u my notice so that i can get preparation for my hearing. He gave me the email for legal to send my documents and i send them on monday and i also called again tuesday as no one called me and i resend 2 times even went to internet cafe today is saturday i havent got any call any help. The said their advert says they help u immediately but im still waiting and what i hate u speak to different people and u start afresh explain your problem still using my cellphone.