So much on adverts for poor service

I'm in so much shocked with your service scorpion, since 20 April 2015 I've been waiting for a legal adviser to call me back. I followed up Tuesday & Wednesday the only thing I get told is they will call me back as they are working according to a list. Now I'm beginning to wonder if I was in wrongfully arrested sitting in jail waiting for a Lawyer I would get told that my turn hasn't come for a lawyer to attend. Should I miss a monthly payment I'm sure I won't be placed on the list for me to cover that payment, I would get told that my account will be cancelled. Hence I will be cancelling my policy ***, such things you never mention on your adverts because you want us to believe we will get a excellent service but when we need you the most, we get surprises.