KEY CARE INCOME VERIFICATION AFFIDAVIT DEPARTMENT

Does this department exist? I have been on hold for almost 2 hours and my call still not answered, HOW IS THIS POSSIBLE FOR A COMPANY OF YOUR STATUS??. After submitting all the required documents with an affidavit to confirm that I am a pensioner and do not earn any source of income nor have a bank account with any financial institution (i am using my daughter's bank accont for debit order) you still went ahead and app**** your increase wich has doubled from my previous premium. Can someone from this department call me since you are unreachable?? I need this sorted as soon as possible.