Unhappy and frustrated with service

I am a client on platinum. I am very frustrated and unhappy with the service. I called last week Tuesday on 01/02/21 to request legal assistance and was informed that my case will be allocated to someone. On Wednesday I received missed calls that attempts were made to contact me. I then wrote emails to acknowledge still without any feedback. On Friday 04/02/21 I called again and was told in 24hrs someone will contact me. Later in the evening I wrote another email. Today on 07/02/21 I called again and a lady by the name of Yolandi indicated that she will urgently refer my case since most of the members are working from home. I am frustrated of the fact that I have been in need of assistance since last week Tuesday and up to date with my premiums. The reason why I am not contacted really puzzles me.