Team leader promised to investigate and get back its been 5 days

I am now flabbergasted with the service, team leader cant remember her name called and advised she needs to investigate my complaint and will get back to me friday already. Its wednesday already and not even feedback or call to say still investigating. How long can talking to 3 consultants and reading chats could take? The service is shockingly disgusting. Its so easy to demand money but no proof of what service we pay for. Swiftly cut service and when they are in the wrong dont take ownership and apologise and do right. At least they know they pretty much dont have a competitor hence they think they can do as they please.