Bad Service

I have reached out for assistance 4 weeks ago and today an advisor deliberately said she does not want to assist after expressing my concern. I have been asked to send details which I have sent and everytime I call 1 advisor would say they received it and it’s with the management team and the next day I call they would say they have not received the documents. This has been going on for 4 weeks and still the issue has not been seen to.