No care for customers urgency

Im very disappointed in FNB Law on Call, i lodged Claim on Monday i received an response that it will be 48 hrs today is Friday no response.. Like there is no matter of urgency in helping customers.. I lodged another claim Dumisani been very helpfull, on Thursday i called and sooken to Dumisani. An hour later i called in to speak to him but tje lady whi assisted told me he is on leave when i told her its not on. Put me on hold for 10mins came back saying oh Dumisani went hime already he was earky shift.. Very unprofessional and feel like customers are only a number.. Then 10mins later Dumisani called me.. Im not happy the way i get ignored for my claim and urgency of my matter since monday