Disappointing service

I am a member and I contacted them in the beginning of December regarding a protection order case, I spoke to P Matenche regarding this, he advised that he will email me and reply to the email with my documentation I still havent received said email, I then contacted their customer care services via phone call and email and have still not received any feedback/advice regarding next steps. I am extremely disappointed in their service because when they sign you up they give you great expectations for good service when it is the complete opposite