Customer Service Broken Promises - Not being honoured what was offered

I've had the same thing happen with my home services plan....was provided an excellent plan, but service agreement differed to this.  I have talked to loyalty who escalated this to a manager and was told they would try three times to call me after sending me an email in advance of the call, leaving a callback number on VM if I was unable to answer.  Since this is escalated, they say they cannot help me. Manager called this morning, from "private number", no email warning received and no callback number; just VM saying they'll try calling next week. Again, loyalty cannot help due to escalation, but who knows when they will try calling again.  I cannot put my life on hold until they call!  Are you able to help?