Shocking service

The service from the call centre agents to the manager Unathi Nketshisa to Facebook consultants is so shocking, its like I am disturbing them from their personal time. I have been waiting for my updated policy for the past 3 weeks. First the excuse is that everyone is in training , than it was advised that it is a provider policy and no access. Now there is no underwriter .... This really got to be a joke. How can a company run like this??? Not to forget to mention that the call centre agent places you on hold to find a manager for 30 minutes and drops the call. I'm so fed up , and would appreciate that a senior manager or higher to call me as I have deal with the call centre manager with no assistance.