Cannot set any expectations

I have a policy with FNB's Law on Call. Yesterday morning I called them to arrange for someone to assist me and my fiance with a prenuptial agreement. The agent I spoke to, Tebogo, asked me when I am getting married and where I live. After the conversation he told me that he will arrange an appointment with a legal advisor and let me know the details. This morning I call again to let them know that I havent heard anything back. Now the lady that talks to my tells me for the first time that I should have waited 48 hours. She transfers me to Tebogo again , and this guy asks me the same questions, when am I getting married and where do I live, as if he just threw all the info I gave him the day before in a trash can. By this point I insist that he give me a date by which he will have an appointment araange, and he refuses, saying that he will only let me know by Tuesday "what is happening". This is extremely poor service and as a paying policy holder I am not happy. I will wait until Tuesday, but if FNB Law on call couldnt manage such a simple thing as setting up an appointment with a lawyer by then or tell me exactly what I can expect when, I will have to discover what options are open to me with regards to money I paid and continues to pay for this policy.