Poor Customer service

I emailed them regarding a swap issue which I thought they would explain to me how they got to it and rectify and also logged a ticket on their portal then also made a call. I spoke to Leilani who said I should email her a few details and screenshot, I did so and when I called for a follow up because my ticked was closed on the website I was told she would get back to me and she still hasn't. The service is poor and I doubt their capacity to resolve my issue or they wouldn't be ducking and dividing.