No consideration to client at all

I recently lodged an incident, and I was advised it would be attended to quickly, which was on 17 December 2025. Little did I know I was in for a surprise. The person dealing with my claim did not leave their contact number in their email signature. Anyway, not the assessor calling me today, 22/12/2025, and telling me they can only assess my query on 31 December 2025. Is this how 1st for Women really treats their clients? I am disappointed