Having to contact in order to find out requested missing information.

Expected turn around time is much longer than stated (and still waiting). Having to contact just to find out that they request information from a clients side is not a proper business standard. Escalation of matters does not seem to work. Nor, is there a sense of urgency. Being told by a consultant that they are busy with other queries and one must simply wait does not make a client feel that their paid service is worth it what so ever. Overall, a disappointing experience.