Poor Service

I have been contacting legalwise in the last 2 weeks and to date no one has returned my call to assist with an issue that I have, this is ridiculous considering I have upgraded to platinum. When I called in for the 2nd time to the call centre they advised they will open a file for me and I would receive a call in a week, now that I call to follow up they tell me no file has been opened and I should have received an sms with a reference number, which I hadn't not knowing this and now they referring me back to call centre