Service is poor

Specsaver festival mall I went back and I got a told different story from Rowena and the manager and the Optometrist. They say the lady is new and they apologized and wrote a letter for work. But they cannot promise when will they be able to help me cause the system is down from the insurance company side. They did not want to call the I insurance company in front of me or cc me on the mail. I was told they do not deal with the public and I must wait till they get hold of them. I left my numbers they said they will call me. I explained I need the spectacles for work , specially driving as I work with pay roll and work far from home. They are the closes to my home. The area I work at is far from malls and I get 30 min lunch. Please I need help