Incompetence

When one's debit order gets taken for the insurance there aren't any hustles but when they have to pay up one gets sent from pillar to post. I've been on the phone since the morning and none of the agents have given me a tangible answer. I would like for my query to be resolved asap so that I can get my money's worth. I won't mention any consultant's name, but I trust all the calls are recorded and can be retrieved. I've already made an access payment fee last week Wednesday, a week later, and still nothing. Can this query be resolved as quickly as the company is when taking the debit order?