No call or emails returned and nobody seems to understand what the problem is on my profile.

I have been trying to follow up on something on my profile for the past 10 days. Each time I call they say a team leader will call me back. They have never called me back and I am always the one calling to explain over and over again what had transpired. It also seems as if the agents just put the call on hold and you sit there waiting for several minutes. Each time I get transferred I have to explain myself from the beginning. Also no responses to emails at all. The worst customer service I have experienced by far.