Service ... what service

Good day

We logged a complaint on Friday regarding getting hold of anyone at your offices regarding a shortfall claim that we require to pay out, was advised to speak to Amanda, Collin or Ntombi - complained about the fact that there is no message stating to call another number or leave a message .... I received a response on Friday to say the legal department would contact me back its now Monday afternoon and still no call back from your Legal Department. Spent another hour on the phone at my own cost to speak to someone whom can assist - to have run out of airtime. Seriously surely there is more than one person that is dealing with claims and surely they can not all be busy at the same time?