Pending query

I am writing this because I hope to get assisted. On the 18th March 2020 Kagiso from Hollard assisted me regarding change of banking details that was at 11:29am I then asked him to call me later for a policy upgrade. Kagiso then called me at 13:47 and assisted me with a policy upgrade and he was helpful. He then called me at 16:20 to let me know that he made a mistake with one of my policy, and changes to it will be effective in May. I then told him that it was not my error and I ask him to discuss it with his superior to get it sorted. I emailed Kagiso on the 19th reminding him that I am still waiting for feedback, he promised to email me the amended policy and what he had sent was still the same. On the same email I asked him to amend my title which I thought it was done. Lastly I queried the difference between my mom and dad’s policy which did not make sense to me. Kagiso responded in an unprofessional manner and I responded to ask him to address me professionally and that he should read his emails with understanding, he should not be quick to respond. He then called me to give me an update regarding one on my query which was resolved. On the 25th March I called him to find out how far was he in resolving my query call got cut off. He called me back saying he wanted to come back to me with the relevant information I told him not to justify the fact that he promised to call me back and he had not till I called back, he also told me that a lot of staff is working from home. Kagiso called me back at 12:14 he then told me that he spoke to an ex colleague who advised him what could be a response to my query, I asked him why is he applying another company’s policy at Hollard he told me used to work for Hollard. To date I am still waiting for feedback from Kagiso who works at the funeral policy department. All I need is a response to my query and I also want to know that when people work from home don’t they give feedback to client?