Unprofessional, disappointing service from legal agents

Very disappointing service from Azola Faku. I logged a matter over 2 weeks ago and I've been following every single day to be transferred to an attorney and 2 days ago Azola calls asking me to send my documents so he can open a file. I did, IMMEDIATELY. I got no response from him, sent a follow up yesterday he didn't respond and when I send another one today he tells me he's at call center for 2 days and that I must resend my docs as he can't open them. WHEN was he going to tell me that he can't open my files if I didn't follow up? I did say this is an urgent matter and my premiums are never late. And who's problem is it that he's working at call center? I need file open and matter resolved or send me back all my premiums NOW. This is the first time I'm posting but not the first time I've had these issues with your service.