Bad service

I logged a customer complaint via the website. Within 2 days I received a reference number. After a week I called them to do a follow up concerning my request, the call center lady was unable to find the complain. I explained to the lady my query, she promised me that her team leader will follow up and call me back. A week passed by without receiving any call from Metropolitan, I called again and spoke with the team leader in charge whom promised me that they will provide feedback as soon as possible. I guess the as soon as possible is waiting for me to pick up the phone and call them. If this is how you treat your clients , I truly regret the day I've signed up for policy cover with this organization worse part is receiving contradicting information from different personnel from your organization.