CLAIM REPORTED ON THE 18 OCTOBER 2019 AND STILL NOT ASSISTED

I am extremely disappointed by the service that this company renders. You pay a fee and trust to be assisted when you are in need however when its time for them to assist you, you are given the run arounds. This case has been on going from the 1st January 2020... And till to date, I have not received any PROMISING feedback. I received an email on the 23rd January 2021 that My matter has been escalated to GRAHAMS LAWAYERS in Kempton park, they asked me to respond to this email stating if I still needed assistance? Like??????? OfCOURSE i need assistance. I responded the very next day, and till today dated 2nd February 2021 I have not received any response. When I try call their landline(GRAHAM LAWYERS), their number is always not available, line is busy.. What kind of Pathetic service is this? it takes this company 1years for someone to be assisted? This is SHOCKING!!!!