Bad customer service

I am living in the UK and have been trying to contact 1life to change the debit order details for my policy. Every email I try bounces back with no luck at all even on their website the enquiry form won’t allow me to submit. For this reason I asked my partner who is on South Africa to contact them on my behalf, he was told my the representative that they would call me to verify the change this was a few weeks ago now and since then I have been once again trying to email them. This is very frustrating. Such bad customer service especially after being promised they would contact me and were given all my details.