Bad Service , no care attuide

Take a policy 13years ago , need to amend something on policy , still awaiting correct documents , The manager said he will come back me today ,no reply and yet , I called them so many times they can't call me back, He says the IT is busy to resolve the quey and it will be done Today , I call and he didn't even call back , I spent alot of my money every month from 2013 .Need someone to call me asap regarding this matter.