Complain first service later

Miway does not believe in servicing a client without receiving a complaint first. I sent an email on the 13th of January 2022 as I had requested to be assisted with amendments on my policy and the fact that my app is not working. Its the 24th of January and still nothing, someone called on Friday 21 Jan 2022 and I advised i was in a meeting and requested to be called back at 9am, needless to say 9am has come and gone from Friday - Monday and still no call back. So can Miway teach us the trick to actually get serviced without complaining 1st?? This whole experience is sooo tiring 🙄🙄🙄.