Appalling service

I opened a file with legal wise, I was told that I will receive an email as confirmation of the file, I didn't get any communication from legal wise, I called Legal wise to get an update, there is no update. Nothing has been done on my file. I called the complaints team the lady that I spoke to did not care I could hear it in her voice that she is not bothered. I have been spending money on airtime for nothing. Legal wise has no sense of urgency, poor communication and they just don't care. I have no idea who is managing my file, should I have more information or questions I don't know who to talk to. Even the legal advisor who opened my file was not interested in helping me. By the way I'm a loyal client, I never miss premiums and this is the service I get. Wow!!