Bad service from the ***** and complaints department

I put in a ***** claim on the 23rd of November I have not received any communication from them ever since, I put in a complaint with their complaints department on Friday the 26th and they said they’ll get back to me, today is the 2nd of December still nothing. I followed up again only to hold for more than 30 minutes then get cut off, when I try to call the team manager the phone goes unanswered and just cuts me off.