bad customer service, Law On Call

I am covered by Law on Call which is owned by FNB. Some few weeks ago I sent through a claim relating to historical municipal debt. In the claim I submitted a decision made by the Public Protector and sought their evaluation of the matter. In their evaluation they agreed with the Regional Office of the Public Protector that a municipality can recover a historical debt in an auction since I have signed to the conditions of the auction sale. I still believe this is wrong in that it contradicts the Constitutional Court's decision on the issue. Consequently I asked Law On Call to escalate the matter to an independent counsel as I know their opinion was an internal one. My request was not even acknowledged or acted on. They have flatly ignored me at all. I really aggrieved in that I am paying for this product and entitled to legal assistance when I ask for one.