Breach of FAIS ACT - OMBUD Complaint

This morning i received a call from Lilian regarding my complaint. She promised that she would assist me in getting my issue resolved and asked that i please allow her just 30 minutes in which to provide me with feedback to which i agreed. THAT WAS AT 9:30AM THIS MORNING!!!! I asked her for her contact details and she said i could call the call centre and that i would reach her. IT IS NOW 14:32PM to no avail. YOU ARE ONCE AGAIN IN BREACH OF THE FAIS ACT!!! You cannot promise feedback within a given TAT / SLA and not adhere to it. I have called 4 times now and each time i was told that she isnt available and that a message to call me back would be left. I called again a few minutes ago and was advised that she is now on lunch which she is entitled to and that i will wait until she is ready to call me back. AND THATS CALLED SERVICE DELIVERY? I asked for manager and was told that there are none avail and that i can stay on the line for as long as i like, that he will not be getting me a manager or will not be getting Lilian either. This was by an employee named Prayz. Is this the service your client should come to expect? I've since called another 5 times and each time i get through to an agent the call is dropped. Are you agents avoiding calls? All my calls are recorded, i have proof of every single call that was dropped on me. Im done with trying to give you the opportunity to resolve this case. Please be advsied that I am lodging my complaint with the Ombudsman today.