Terrible service

I have sent through documents for changing my customer protection insurance from RCS To my own insurance. This was sent through on the 27th February .I have called RCS more than 5 times since then I am placed on hold and cut off the staff acknowledge receipt but do not confirm anything .I was now asked to send through documents that was already sent on the 27th after trying to call and been put on hold I cannot waste any more time on such a simple request .please RCS where is the customer service it has been 16 days and the turn around time inward given was 7 days.wheres the service?