Poor ombudsman service / call centre

Call centre agent very rude , no help at all , i have loged a request for assistance on January 2019 , phoned the call centre and agent just said no response they will let me know , however the agent does not care as to whats happening . What is the purpose of having " ombudsman " and a consumer protection is we cant be assisted . If there is anyone that can assist me as to what to do next ??? News papers or what ?