No advise given

My mum is a member of my Clientele legal policy.She currently has a legal issue and is using the services of legal aid since this matter occurred before I had taken out the policy.Clientele states that in such a case all they can do is advise the client-we thought that their professional advise will be beneficial.Mum called in waited for like 20 minutes of holding and then hung up.I called on 13-07 to inform Clientele of this .Clientele called my mum only to tell her that they cannot give her any advice.I am now considering cancelling this policy as this is not acceptable.