Poor service, not taking others serious

I am so disappointed, This people really know how to play with people's emotions. This is now the second time I escalate them to Hello Peter, immediately when they see that, they call you immediately to act as if they care. I have been sending them a follow ups on my cases they working on but no one bothered to call me, this has been dragging forever, not sure what to do anymore , is not like we dont pay monthly premiums, then why this punishment, is it because you are giant lawfirm and I cannot do anything, you always come with new stories.