Bad customer service /Policy status

I wish to inform of my dissatisfaction with regards to the service I'm getting my Doves. Late November one of your consultants called me from the retention department to advise that one premium is outstanding and he wanted to make an arrangement with me. I advised the consultant to call me back as i wanted to verify/look at my bank statement. He never did. Yesterday i called Doves and one of the detentions agent called me to say i must send my bank statement which i did and he told me i must pay one premium for December as they never attempted to deduct any funds from my account in December. He then advised to make the payment and email the proof of payment and the policy will be active again. No one has called me, bo sms or email confirming this. When i call i am sent from pillar to post. payment was done can this be sorted urgently and for confirmation to be forwarded to me or consultant to call me.