Bad Client Service

I've never had such bad service from their client care - In the middle of lockdown almost 3 months ago they informed me via email my personal loan insurance will increase with about R400 monthly. I responded on email and noted that I'm not happy with this - they eventually came back and inform that I need to get my own insurance and submit for approval by them or they will extend my loan period for the increase. This have almost been 2 months now and I've followed up on email with no response and can't get through to their client care and hold on for 30min at a time. Eventually last week Wednesday I finally get hold of an consultant who advise me that the ticket have been closed and she will relog the call. Guess what it's a week later and still no response.