Poor Service

The first time I requested some help on the app about 3 years ago - I was told somebody would call me to help me. Nothing was done and I figured it out myself. No problem. Requested a call back and got fantastic help from the retention agent. Last year tried again no help at all. Last week I processed 3 call back requests - Nothing was done not even a text message or anything. Before that sent through about 2 call back requests and nothing again. I’m not sure why you guys add the option on the app and nothing gets done about it. Really need some help with with my current policy and see what you guys can do for me. But I don’t get any support. Just emails stating it’s going up. No nothing