Agent rating service -0

I need to understand how is it that I am still waiting for a call from a manager when all I wanted was to sort out things with my moms policy and how the agent I spoke to made me feel like I’m crazy and didn’t want to take responsibility. Veronica Fiellies from iwyze life insure collections department promised me that from mogadi and I never received a call 4 days later I am still waiting. Sent an email to change my banking details before my debit date and nothing was done about it was made as if I’m a **** when I have the proof of the email