miscommunication and terrible customer service

i have waited over 14 days for a reversal to be done, not one person calls to update the client, everytime we call in we are holding for over 10 to 20 min at a time only for the calls to be cut, on previous review i was told someone will contact me, i have not received any communication from you. for such a big company the service is pathetic. i spoke to about 7 people and all told me a different story, how is this possible?