Poor service by consultants who lie

I called this morning to try and cancel my policy or have a payment holiday because I’m really going through a difficult time financially with my salary not being paid for 2 months. The consultant I spoke to wanted to double check which one is possible since I haven’t paid for 2 months and requested to call me back. I AM STILL WAITING FOR THAT CALL because this WILL impact my policy immensely. Can I be called back to sort this out? So unacceptable!