Poor service

Good day I wrote a complaint to there complaints department and they did not respond within 24/48Hours as per there generated mail. So I gave them a week and no response. I than on my initial mail sent a second request and yip they rep**** only 6days later and complaint not resolved. I than responded to the on the 6th of August and till today no response. I really feel that for such a big company and a return mail saying they will attend to your query/complaint within 24/48Hours is really not acceptable. I wish for them to return all charges as per initial request due to their company (Insurance) not following up with my request. Why should i pay when arrangements was made. Hope they response to this quicker.