Discovery Flexicare Incompetence

I logged a complaint against exceptionally poor service from Flexicare as no one responds to emails and trying to talk to a human being is virtually impossible. Someone responded to the complaint and after a telecom with the person from Flexicare, they emailed me with timelines in which they were going to resolve the problems raised. Needless to say, the deadlines have come and gone and I am still waiting for responses to my complaint. The person that contacted me cannot be contacted directly as she wont give me her personal office number or email address, rather asking to me to contact the call centre which is a deep dark hole in itself. This all from the escalations department that supposedly is in place to assist with complaints. Where to from here?