Very poor service. Do not reply to emails or phone calls

On 16 January 2020 I emailed Optivest twice regrading a query and was asked to supply my ID number which I did. To date still no reply. I phoned the consultant on 20 January to call me back, still no call!. I then asked to speak to a more senior person, to whom I left my contact details to ring me back on 31 January. Still waiting for call!. Then phoned her again on 3 February and again left a message to ring me back. Still waiting!. In the meantime I have sorted out my query myself. But the fact remains that Optivest do not answer emails or calls make me wonder why I am using them at all. My call to the senior person was to complain about the poor service, but it doesn't look like they are interested. Very disappointed as this is not the first this has happened.