No Feedback on Matters Logged, No Response on Emails???

I logged a call for assistance on two matters which I am eligible to receive cover by Legalwise. I am astounded by the poor service received so far. Both matters were allocated to seperate Legal Counsellors, and one is being attended to as I did receive a call from the Lawyer, and furnished her with relevant documents, even though she has has not given me any update? As far as the 2nd matter is concerned, I am still to be given details from the lawyer and a week ago I still have not been assisted. This is utterly unacceptable and time is not on my side here? I send email seeking for updates and yet the lawyers/counsellors do not bother responding? For a person who is on a Platinum Membership, and that hardly make use of his benefits, this is riduclous!!!!