Dissatisfied and disappointed with the service

Yesterday I contacted FFW, to enquire about one of the benefits as a member. I got through to a gentleman known as Makabane, who was patient and explained to me that he doesn't know anything about the service I'd like. He spoke to his manager who also knew nothing about this. Eventually they were able to confirm the department I was looking for and one of the customer services reps promised me a call back yesterday before end of business. I'm disappointed in the service as this is not the service I expected from such a well developed company. To date I haven't received any call back from anyone and I'm annoyed that my details are on the system and I pay my monthly premiums on time but I have to yet complain again before I get assistance. Its been a hustle with FFW over the years.