No Query feedback???

Whilst trying to change my address the call center operator informed me that my policy was not on their system. No where to be found! I was passed on from the one operator to the next with no help from anyone. After sending an email marked as urgent with my query to ********** I have recieved no feedback. Hollard recieves their debit order every month for ten years now, my policy is missing and they cant even bother to contact me? What use is a reference number given by the call center if there is no follow up?