WmNorCalNev.com review: Horrible customer service!!

I have never experienced such bad customer service in my entire life!
I have now called 16 times trying to get through and speak to someone.
We have been clients for
17 years and they were supposed to send us a new contract. It never came.
I have been kind and courteous to each person since it is not directly their fault. But they say there's a wait time so they'll call me back - when they call back, they put me on hold for another 20 min. Half the time a lady says she's in california & she needs to transfer me to the iowa division. Then it's another 20 minute wait & then it either hangs up or after they called back and put me on, hold again!
After 15min or so hold time, it says there's no one available and for me to leave a message, and they will return my call. They never have, even though i've left 4 messages like this with all details.
Plus the original, now multiple customer service people, who transferred me also said they have emailed the agent who is personally responsible for my account.
The agents have also never called back. When I have gotten through, they claim, they are fixing our contract, which went up 27% in one month!
16 times we've called! I've wasted so many hours! I want paid for my time lost! I want this fixed!