No response

I have requested legal advice from Hollard 3weeks ago. I was told to expect an sms within 24 hrs to refer me to an attorney. This sms never came. I made a follow up call last week and I was told the matter will be resolved I will receive an sms. I am still waiting for sms until today. This is extremely disappointing because my premiums are paid up to date and I urgently need this service. This is not the first time I receive Thai kind of service from hollard legal. Does this mean I should cancel my contract and start with someone who is serious about helping people? This is unacceptable