Fnb law on call

It's going to be 2 weeks o n Thursday since I contacted Fnb law on call regarding a matter that requires urgent care and till date I have not gotten a call from an attorney. I spoke to Siyathanda a legal advisor last Monday. After briefing her she was to send me an email. I did ask for her email but Sita told me she will send it to me. We don't know that it is an email used by all. I called back on Tuesday because I did not receive her email only to find out another email was typed. Why? Because we confirm our email before any questions asked. I called again on Wednesday because she made no follow-ups. When she called me, she did not even go through my email just the attachment because I added on to my email. This is pure incompetence coming from a legal advisor. I was told it will take a further 48 hours for an attorney to contact me. It's a week today and no calls. Do they realize that it's urgent and therefore we are requesting an attorney??? Are we to be happy with this kind of service? Paying for a service we don't use and when we do we can't get help. Yet we get told not to be upset and shout. But yet they have no diligence, lack of communication and *********** in dealing with a client or customer.