Extremely Bad Service

I have been with ffw for 3 years and 2 months, my policy came with the benefit of a netstar device. I called netstar towards end of May when my device was faulty. Because it was almost 3 years and warranty about to expire they said they would inform ffw to give me a call. Ffw called and a consultant by the name Lethabo told me because I have been with them for long they would fit a new device for free and my premium would go down to 1029, I was thrilled until she sent me a new policy schedule showing my old premium. I called her and mailed her and she said she escalated to her manager. 2 months later, a few calls later, 6 emails later my problem was still not solved. I was assisted by Ziningi and Cindy who also failed. Friday I called again and got through to Lethabo the first consultant who pretended not to remember me. Finally she said I would be refunded 313 and my premium was changed to 1029 instead of 1185, I was refunded 153 only and bonused with an sms saying because of the changes in my policy I can no longer use Guardian on call. I cannot accept this as I didn't ask for the changes but they were given to me as a loyal client. Guardian on call is their signature hense a lot of women are with ffw. If they take it away then I might as well shop around. In short over the past 2 months ffw has caused me financial stress and they have failed to keep a loyal customer happy, a customer who never missed any payment in the time with them.