Customer/Client Satisfaction Very Very Poor

Good Day, So with regards to a current issue that I am having with MFC from Monday, I don't receive any feedback with regards to my request. No one can answer my questions, There is no manager available to speak to. I have contacted MFC from Monday until Today, and they are still requesting for a proof of payment from a third party which was already sent 3 times, which all consultants requested for. They are great to provide services to a client, but when it comes to dealing with customer issues they are NOT great at all when it comes to giving us customer feedback. I spoke to a lady by the name of Esmeralda today, and she says to me that they take 24 to 48 Hours to respond to an email which I feel in my opinion is ridiculous. They also don't have a manager present who should be monitoring their work, or for any escalations a manager should be dealing with these issues. Customer/ Client Satisfaction is not Great from MFC.