Hollard Legal erecoveries - bad service

Hi Claim number : ********** I sent an email to erecoveries @hollard .co.za for an urgent matter of a summons and called them to followup , they have said to me they do not know when they will attend to it and time is now going with many days with no feedback to me , there is no help over the phone saying they dont know and no response on email from them when asking for feedback , surely there should be a turnaround time on their queries, especially mine is urgent as is with a court...very bad service from hollard legal erecoveries team , not responding to customers and failing to attend to necessary queries.