Bad client service

Our will was not drawn up correctly. I mailed the agent with no response. Phoned him, said he was busy and will phone back. Never did. I asked for the policy to be cancelled, was told someone will phone me regarding tbis request. They don’t pick up my husband’s id no, but the policy goes off on a debit order! This whole process has been going on for months. Debit orders go off but no response.