Very bad communication

I did a quotation with Santam on Wednesday 12 February and requested a call back on 13 February at 11:00. No missed call or attempt to call me back to date. I spoke to Ukho and he promised to call me back. I have lodged a complaint and sent an email and still no feedback. Is this how clients are clients are treated before you even join Santam? Very bad service and no communication to clients