Poor client service

For a company that claims to have the best rating for customer care, the customer care service is pathetic. Trying to query an account deduction, the website refers you to Whatsapp, only to tell you that you cant chat to actual person on Whatsapp, keep in mind the chatbot can be accessed from the website, so why would you refer it onto another platform? Then eventually asked to call the call center holding on 15 minutes before there is a response on the other side. Keeping in mind this after doubling our premiums without any request for more information was received. They are unable to provide any proof pf request send only sms with no read receipt confirmation according to them. Complete negative marketing. No notice of increase in premium was sent as well. Admitted during the phone call that all correspondence is done via email, including statements but yet they do not have the proof of this communication via email, neither request for information nor the change in premium. Also refusing to send me an acknowledgement that information was not requested via email and a new policy schedule was also not send to indicate the new premium.