month turn around time, still waiting

I called on the 21 April 2015 at 5:10pm and needed to speak to someone to assist me with my profile. I spoke to a lady and she took my details and would have someone call me back, still today and I'm still waiting. What is your turn around time, a month but yet I've never missed payments or even made a claim. Seems this is the only platform to get some service, I hope. There were times were I used to look up to OUTsurance as an example of what call centres