Incompetence, poor service

I logged a call on the 05th July 2021 for all my claims for 2020 and I was advised I will receive them in 48 hours, I called on the 09th and I was advised it has been escalated to some supervisor ,on the 12th I called again to follow up 2 times ,2 different consultants put me on hold for almost 2 hours with no resolution to my query,3rd consultant our call lasted for over 30 minutes and she promised she will call me back before end of business Monday, am still waiting till this day,no email, no phone calls,my query is still not resolved.