Disappointment in Mweb Business.

We are a client of Mweb Business. We have a business relationship manager Rida who is suppose to assist us. We had a meeting last year with him regards services and requests not been done and they do not follow up or care. I keep on asking him to give me the number of his manager but never gets it. How can I go on with this bad service. My line is now in a holding pool and no one can assist me because they he is always in a meeting. Lets see If Mweb Business care?