Horrible Customer Service when Dealing with Unit Trusts

I app**** for Transactional Access to my Unit Trust account, and completed the formalities regarding my home address etc. on the 4th of January 2018. The next step was for them to send the documents in person for me to sign, as this is the only way it can be done. To this day, I am waiting for these documents. I have sent numerous emails to the customer service consultant that I was dealing with, yet nothing has been about it. When I first queried as to why I had not been contacted, it was only then that I was told that it would take 4-10 working days to be contacted by the courier. After the 10th day, the lady said it was with the courier, and I would be contacted within the week ending 26/01/2018. I reminded her about this on the 25/01/2018, and then tried calling her on the 26/01/2018. She did not have the decency to call and apologize for the poor service, and or explain reasons for the delay. I even asked to speak to a superior, but was ignored.