Most terrible after service

I absolutely hate complaining about service but I was left with no choice here. Myself and my husband have policies with Capital Legacy since 2019. We wanted to move to a higher plan end on 2022. After querying with my personal broker, I did not get the answers to the questions I had so I contacted Capital Legacy directly. I was advised that I need to have a consultation with a consultant before I can change. My husband and myself had a meeting with a consultation in our home beginning of Feb'23. We changed plans and added GAP cover that were suppose to be effective from 1 April'23, all the necesaary paperwork was signed when we had the meeting. Debit order went off 1 April and I did see that it was not the amount of the new policy and GAP cover but the premium of the old policy. I send a query to the consultant to find out what is the problem since the policy remained unchanged. The consultant asked for the policy nrs which were provided. No feedback received until today even though I did send a follow-up email after providing the policy nrs. I send send a query to a Wills Administrator and explained the whole situation. She advised me that she will speak to the consultant and provide feedback. Still no feedback received. Broker, consultant and Wills Administrator and still out plans remain unchanged. I really cannot even complain about the service as this is NO service at all. But I am beyond myself frustrated that I have to struggle like this to get risk policies in place when everything was done my our side. I just wonder what will happen when something happens to either myself or my husband and the policies is not in place that is suppose to be in place when the fault lies with Capital Legacy and not us???