Incompetence and unreliable services with no feedback sies

I'm disappointed in the Leven of service I have received from Lance. My dad tested positive for covid on Tuesday 07.12.2021 and advised me to go for a test myself as I was in close contact with him. Both my partner and I went went the following day on the 08.12.2021 for our testes. On the 9th my partner found out that he was positive and I have been waiting for my results since. I have called with no satisfaction in getting a solution Everything I call I am being told the matter is going to be escalated but nothing happens. Today is the 11.12.2021 and still no one has gotten back to me nore have I received any feedback from the lab. I need to advise my manager at work on the matter so that planning and preparation can be done but I don't even know what to say because of Lance's incompetence. It's not like I'm getting a free service I am a paying customer