No help... request docs but do nothing

On the 20th July 2015 i mailed legal wise regarding my accident I had with Golden Arrow. Everytime they request information from me and ask me questions, but they do not assist me with the problem i have at hand. I was asked to get the accident report and i asked but why only after a month i should get the forms the consultant told me yes why don't i use initiative.. Isn't it there jobs to get the information and to assist me. Every time i must phone and mail. When they phone and you can't speak and asked to be phoned back they never do? What is going on at the Bellville branch? I received an e-mail from legal and i rep**** on the 31 August 2015 today is the 02 September and to date no reply or phone call from them. They advirtse and everyone on there speaks so highly of them but is that really the truth because to me as client it does not seem so.. will they assist me or will my case just remain unseen and full of dust? I have asked for another consultant and yet they cannot even provide me with a new one.. why not? Short staff? very unhappy client