very unhappy with the service received from Brightrock

I have a life insurance policy with BrightRock since 2018. However due to changes in my circumstances I tried to enquire if I can make amendments to my policy, by either reducing my life cover or having my premiums changed to fixed premiums so that cover and premiums to increase annually. I called brighrock several times without success. Once a consulted picked up and said I should an email to *** and indicate that I would like to have my premiums locked. I sent through the mail one 1 February 2022. Today 15 Februay 2022 I have not received any feedback from brightrock. I phoned at 8:06 am and spoke to a consultant who informed they will call me back. I did not receive a call. I phoned again now 13:10pm and spoke a consultant who also just told me they cant assist me and someone will call me back. This is very poor from a company that prides itself in customer service.