Hollard Specialist Life. R99 ****?

I have had R99 debited from my bank acc for years. I have now traced it to Hollard Life Specialist Insurance. I contacted them by email on Jan 26th 2023 to ask them what it is I am charged for. They wrote back and said they cannot trace it. I gave them more info. They then said they had tried to call me but couldnt get through and were therefore 'happy to note the issue was resolved'. It isn't. I had already told them I am out of the country working away from SA and that they would need to call me on my local number, ir whatspp me or email me (I understand they want to ask security questions) Nothing has happened. It is 2 weeks. This is not good service. I suspect this is the R99 ****. Surely Hollard must be thinking it could be perceived to be such. You would think they would rush to resolve the issue and maintain confidence. But no. I'm still waiting. And so here I am resorting to Hello Peter. Next stop social media and ombudsman.