Solver Properties lack of client centricity and true leadership/management skills

I have sent a query to our complex portfolio manager - I was rerouted to a new junior in the team. I emailed a clear query. They just respond in a general coms. My query had triggered a general coms and their professionalism dictates that there is no need to respond to a paying clients query. Fast forward to today 31 May 2023. Just called and reception puts me through to the portfolio manager and after a while of holding I get disconnected and then call back, only to get the automated answering services stating their office our is till 4pm and then time was........ 15:00 (3pm). These "manager" as so wrapped up in thinking they know it all and actually triage how to whom they may respond, especially if their incompetence's where highlighted before and forget that some clients have extremely senior coporate careers and can spot lack of training, client centricity and client service a mile away. I've overlooked this far too long.. next are oversight bodies who will be engaged.