No service even though I'm a platinum member accor

No service delivery from the legal councillor Kwanele N****eni. He was allocated to handle my case of being a victim of ***** however communication from him has been poor. I'm still a victim of *****, my name hasn't been cleared yet I'm paying every month for this policy. I sent him emails and received no response, I've called him a number of times and left messages for him to get back to me but with no success because even today I haven't heard from him. Why am I a platinum member and paying more but with no help whatsoever ? Why have legal representative who do nothing for you? This is a waste of my monthly premiums and I will cancel the policy and find companies who want to help and protect me as a paying client.