pathetic service

the service i receive from an individual working at this organization makes the entire organization look bad i deal with a gentlemen by the name of mickey as my or as Richfields appointed administrator. to assist me however the service i have been receiving from this gentlemen is down right disgusting. whenever i contact him his either on lunch, his not at his desk or his busy that's understandable so i leave messages and well i never ever from when i leave a message. when i send an email i expect a response the same day on numinous occasions i have sent him emails and never get a response i have to literally call the next day and fight and i still don't get a response. for example i was involved in an accident yesterday and i could make it to write my paper i emailed him and the person he reports to Ruwaida who has been amazing when come to following up an liaising with me she should be rewarded and is defiantly an asset to the organization as for mickey feels that its not his responsibility so i emailed the last night saying what had happened and when i opened my inbox i received a reply from Ruwaida she acknowledged me an my circumstance and asked him to make a note of it. when i called him asking please can you acknowledge what was said in the email and reply to it his response to me was what do i want him to do as i received a response. i said to him that i am paying your organization for a service from you and his response what do i want him to do. i said to him that i need the dates for when the supplementary will be written. and he said the dates weren't out yet fair enough that i can understand, when i asked him could you not have said that in an email and yet again his response was . what do i want him to do as i received and email. i have mentioned to Ruwaida that i would want to deal with someone else as clearly mickey doesn't care about client or customers he deals with i'm am pleading with your organizations please address this situation