No feedback on my enquiry

I took out a funeral policy for father and my parents in-law, I was mislead into thinking that I will pay one premium (one policy) for all these people, to my supprise 2 separate debit orders went through from my account, I was never sent any form of confirmation that the policy was indeed legit and active. Upon discovering this,, i called hollard to enquire and spoke to 2 agents, I was promised that the matter would be looked into, and that they will review the recorded call on the date which I took out the policy. I was told that it will take a maximum 10 working day to review the call and I will also be given a chance to review the call. Nothing was forth coming after those 10 days, I called again to enquire, I spoke to Kaisha who apologised that they haven't received the call to review and that she will follow up, and call me the next day, which was yesterday (02/09/2015). I constantly have to call and ask without receiving any feed back or update on the progress of my enquiry.