Bad service

I submitted all my salary verification documents on time, but still my premium increased drastically. When I called this year to query about the drastic premium increase, I was told that I didn’t submit the documents/they didn’t see any documents that I submitted. Then I resubmitted all the documents again and I was told that the 2025 proof of registration is missing, i then submitted the proof of registration. Until this day I have been waiting for a response(after being told they would give feedback before the end of the day on Monday 27 Jan 2025, it’s been a few days 30 Jan 2025 I am still waiting for that feedback. And the next debit order will be the high premium increase which I don’t have the money for because I am still a student. Please assist