Poor service and no commitment from Dial Direct insurance company

The insurer increased my monthly premium and I hadn’t claimed before. Out of concern, I called in yesterday morning to inquire about the increase. I was told that an email was sent to me on the 17th Jan 2020 but I didn’t receive the email so I asked for it to be resent/forwarded back to me and was told this would be done during the call but until now I have received no email. The consultant told me that my profile was reviewed and I was assigned to my previous premium and I would get a refund for the difference they deducted this month as well as a formal communication yesterday around 9am but no word still. I called in again and was told to hold but the 2nd consultant hung up my call right there and there. I called for the 3rd time and the 3rd consultant said she’d call me back in a few mins and it’s been 24 hours without any call. I have taken this upon myself to send a follow up email on this issue to the support group (24 hours ago) but I have not received any response It’s clear that Dial Direct is in for business and does not care about their customers’ concerns. This is really alarming!