No urgency in matters

I've opened 2 cases for 2 different matters and both has been over a month with very minimal communication and takes a whole week to view an email which there is no acknowledgement, I have to phone the reception and log a call back, the next day or two the assistant calls me to ask what's the problem, which I further explain either the email was received or I haven't heard from them in a while, what's the status only to tell me the lawyer will call me. One specific matter I've mentioned to the assistant it's an urgent matter as it's been over a month and I only received a call today that the lawyer will contact me but I haven't received a call. It's unfortunate urgent matters are not prioritized and the pressure and stress lies on us, instead of thinking you have a lawyer on hand its the most difficult to get through and it's only days later u receive some sort of communications which requires further attention and the process starts over.