Terrible Service

I sent a request on the 30th of August in regards to my rain sim card being lost and was sent an email and SMS stating that a consultant would call me it is over a week later and still have not received any communication from them I do not see why I must constantly call them to do something that they were supposed to do. When you call the call center they keep dropping the call on you and making you wait till the call cuts. How do you get help when they keep dropping the line on you.