MIWAY empty promises to resolve query and call

Glady's in the claims department has been promising to get back to me about a claims query since Tuesday 21 July. I have been calling to get status update but each time she does not take my call but tells the other call centre agent that she is waiting for Manager's feedback. She does not even take my call but passes the messages through other resources. I always upheld MiWay's service levels but I find this recent experience disgusting.