*********** staff and protocol

I just made a follow up on my balance protection plan that I had to follow up on for 3 weeks and had to send my documents for 3 weeks before I can get a response. Firstly I had to follow up as the company didn't bother to get back to me, to make things worse after they advised it has been approved the consultant helping me Heidi K.takes forever to response and when she does she answers what I didn't even ask after an automatic response came back saying my session will be ending due to inactivity. I the service pathetic as I am asking simple question just to understand what I have to do on my end.