Allocation of funds I made to my policy

I'm currently on maternity leave, my payments have been late, I made a manual payment with an incorrect reference number, I've sent emails to Avbob and requested call backs on their website but no response. I requested a call back with a different name and number I got a call after a few minutes asked to be assisted with allocating the funds I transferred to my policy and they just hung up on me. It feels like they don't care about their existing clients and are chasing new ones. Please advise.