Legal and Tax

I called legal and tax on the 5th of April 2018 because I needed assistance from a tax practitioner. They said they will log a call for me and till this day I haven't received it. Last year I wanted to terminate my policy with them but the manager promised they will improve. My concern is what happens when I am in a serious problem and need urgent assistance, it will still take months for them to call me, if they ever call. This clearly shows that they do not value clients and treat them as if they offer their services for free.