Don't bother to answer customers

I have been trying for two weeks to cancel part of my policy, at first no one answered then my email was forwarded on, but the following email stated that they tried to contact me, but could not get a hold of me. I responded and stated that no one had tried to contact me and provided my contact details as well as a time when I can be contacted as I am a teacher. I received no response and when I asked again I was told that they had just spoken to me on the phone and that I have said it was an inconvenient time to speak, no one had phoned me, which is what I said in my email and received zero response.