Poor customer service!!!

The customer service is poor. I have a two week query with fedhealth and to this day I still haven’t received a response to my email. I’m on the phone with them everyday and the call center agent can never help or give me answers and always tell me about they will escalate and I should give their escalation 5-7 working days. Everyday is the same story. How long does it take Fedhealth to respond to an email? I was told 3-5 days and subsequently it’s been 5-7 days.