Useless service

We have been trying to have a simple request implemented for the last week and a half and it is proving impossible. We require our no claims certificate for our new insurer in a different country. Dialdirect has put an amount of R27500 as a claim on our certificate even though we never actually went ahead with said claim. Our new insurer requires this ‘claim’ to be removed. If not, we will forfeit our cover...which we had to pay for the year upfront! Each time we contact Dialdirect we get a different person who just passes the buck. This is a simple request yet cannot even be dealt with in a professional and competent manner!