Poor service from private banker and their refusal to respond. Prejudice to me

Changed my policy details deduction. Never informed me and are not getting any joy out of Dinero Moyo. My policy is after 20 years going to lapse due to her failure to send communication as requested or to re-implement my debit order. Debit order was stopped by myself as i did not know what it was, only to find out later it was for the policy. Totally frustrated. I refuse to take calls and here excuses. I want everything in writing and sorted. I am severely being prejudiced.