FNB Law on Call Service

I am having a horrible experience with FNB Law on Call. I reported a legal matter to them and I keep getting automated email responses and unless I call them myself, they don't bother calling me for a progress update. Not to mention that every time I call it's a new person attending my matter and I have to keep explaining the same thing over and over and my issue is still not resolved. I regret taking this service because it is expensive and I expected better service from such a large bank