Lack of Communication

I reported a complaint on Saturday regarding lack of communication. On Monday i received a phone call, where they apologised. Thank you for that, however this DOES not solve my problem!! I am still waiting for a solution. And this solution BETTER not cost me an extra cent than what i pay already! What if i need to phone my insurance when there's an emergency? This is BEYOND ridiculous and i'm running out of patience with you guys. Either cancel my contract or change my contract - AT NO extra cost to me.