Pathetic customer service

There was a month where they double deducted and when you call or email them you will never get the response. I reversed the amount because I wasn't alerted and still when I send them an email they never responded. The last straw was that they asked me to email the Fotos of the car to assess and reinstate the insurance. that was done on 22 September 2023 and to date there is no response, not even an acknowledgement of receipt, made a follow-up on 28 September and still no response. Why such pathetic service, and not advise if they will reinstate or not.