Poor customer service and turn around time with feedback

Called customer service many times to follow up on a query which the retentions manager was suppose to get back to me its been over 2 weeks and still no contact yesterday i called in he was suppose to get back to me within an hour no call was done xolisa from complaints department still hasnt sent me my reference number and Mr mzamo from retentions still hasnt returned my query as to why documents was not submitted on time and a gym fee went off, absolutely disgusted and disappointed by the service received and i have been with PF more than 3 years