Civil matter

I have a civil matter that legalwise was supposed to be assisting me with but its unfortunate that it does not. I opened the incident with them 2023/12/18, was told to wait for 14 days after sending out letter of demand to 3red party, i waited waited waited then i decided to call the office and find out what was the way forward. Well the person handling my case told me it was unnecessary to ask the third party to sign the acknowledgement of debt because she is not denying anything, she said the only thing she can do is to wait for her to respond and i must stop calling them for feedback or follow up, they will only update me once a month! So my questions are: did the first person handling my case lie about the importance of acknowledging debt by third party, did she also lie about waiting for 14 days after sending out letter of demand, am i not supposed to do follow ups or to be kept posted about how far with the case! I am going through the worst with this case as i am now having sleepless nights because it seems as if my lawyers too don't really know what to do or they do not really care about client care! The second person dealing with my case showed little to no interest at all. What am i paying if i am going to be treated with so much disrespect.