Lack of service

I've been in contact with Hollard this past 2 days, trying to rectify my cover amount where one of my family members cover amount should be well over 20k but it's been downgraded without my consent to 10k...I've spoken to a Supervisor by the name of Itumelng - Call ref *** but he failed to call me back today as promised and when trying to get through to your complaint department I've been sent from pillar to post