PPS - Poor Poor Service

We have been waiting for half-cost results from PPS for 10 days now. The initially advised that there was an 8 business hours to 2 working day turn around time. Every time I call to follow up, I get told the query will get escalated, and that somebody will be in contact with me soon, and nobody every calls back. When I ask to speak with the case administrator/underwriter dealing with the request, the always advise that she is offline. This is getting ridiculous and is hugely unfair on the client. Policy is meant to issue 1 September, and everything was done with sufficient time for this to happen, yet we are being held up due to incompetence.