Totally ignore you and never respond

Put in a claim 4 months ago. No reaction received up to date. if you phone they are not in the office and you are told to phone the next day. the next day they are not in the office and are told they will respond the next day. if you ask to get the ombudsman's number and contact details you are told not to worry they are working on your case, if you ask what are they working on you discover it is for the wrong items, if you ask to speak to their manager you are told they are not in the office, if you ask to speak to their manager you are told they are in a meeting, if you are then asking to talk to their manager you are told to hold on...