Left hand doesnt know what the right hand is doing

I've tried for the last 12 days to rectify a mess-up with my policy being cancelled due to a stop order from the bank. I find your email based response from the Policy Service Contact Centre shockingly inefficient, slow or of no use.<br> <br> What really frustrates me about it:<br> - I do not have a dedicated person looking after me, and my emails are sent to generic email addresses.<br> - The reply to my emails always come from someone else than I sent it to/rep**** to, so follow-up is slow, outdated or just plain wrong. What is the point of the person replying having their name at the bottom of a response email if they are never the person following up?<br> - Different people respond to the same email from me stating different things! One came 5 days and the other TWELVE DAYS later! By which time I'd already sent 2 new replies requesting that a consultant CALL ME and had no-one contact me till 4 days later, Sat. 9 Apr (I unfortunately missed this call).<br> - There seems to be such a duplication of duties in this way of handling email queries, which is inefficient and wasteful. If you can explain it to me, please do.<br> - The only service I received from FFW that did resolve my issues were when *I called*.