Extremely Poor service

I have called the policy admin on Monday the 16th Nov at 8:40 to get my policy adjusted, I Spoke to Thato who promised that she will give me feedback after a few hours, its now 3 days later and I have to always follow up each day and being told my query has been escalated, extremely poor service for your consultants and this is inconveniencing as I have to get the car services this month.