MFC catch a wake up

So I get a call from Chantal Erasmus on 4th December 2020 after my initial complaint on the 3rd and was reassured my issue would get looked into, however when asked how long it would take as I have been having this issue since July she states she cannot say, however no follow up call to inform as to what steps they are taking to resolve my issue, does mfc not have protocols to follow regarding courtesy calls to keep customers in the loop, poor service to say the least.