Customer Run Around

I have now been trying for the longest time to get someone to return my calls. I was notified via SMS last week that y premium would be increasing due to not submitting my car tracker installation certificate, at the time of taking out the insurance the guy told me I could upload it onto the app, there is nowhere this option is available. I was given an email address to submit to but it keeps bouncing back and the people on the other end make it sound like Im crazy when I tell them the email account does not work. I have now been waiting how long to get someone to at least SMS me another email account to submit this document to in order to have my premium go back to the original amount, someone was meant to send me some details yesterday and once again nothing. I've been with Dialdirect for about 2 months now and so far my experience is not very good regarding their customer service. Hopefully now someone can actually assist me and send me proper details so that I can send off this damn certificate!