FNB law on call complaint

I regret having to file this complaint but the service I am receiving is unacceptable!!! I have a policy with FNB law on call.

I sent the email for my lease to be reviewed last week on the 22nd, I received a confirmation email on the 22nd (last week) saying I will be contacted shortly.

I called on Friday last week on the 24th asking to speak to the agent dealing with my case, I gave my details and was told the person dealing with my case would get back to me which that person (Natasha ) never did.

I called on Monday (yesterday the 27th because I had still not heard anything, (eventually she sent me an email) only after I had to call her.

I needed clarity on the email she sent so I called again yesterday asking to speak Natasha and once again I gave my details and was told she would get back to me which again she never did, and still up until now.

I believe she was on training and that is why she never came back to me, but if that was the case why was she assigned work if she wasn’t able to get around to do it, and why did she not pass the case over to someone who would be able to assist instead of leaving it and not doing what she was assigned to do, the service I am paying for.