FNB law on call poor service

I logged a call with FNB law on Call for assistance with defamation of character o the 16th March. i was told they will get back to me but no one did. I then called again yesterday 23 March and was told that my claim has been handed over to Vanessa. they asked me if she has made contact and I said no she has not. They tried putting me through to her but they said she is on a call and will get back to me. They have taken over a week to get back to me and this is not acceptable. how can you not contact me for a more that a week when I'm paying every month for they services. my claim number is CL097399