Unhappy client

Good day

I was told that my policy changed due to the non receivable of my results however I explained to your consultants on 2 occasions that I went to go test before the start date of my policy which was in January 2021 at Clicks in Centurion Mall. On both calls I was told that my query was escalated to the relevant department for further investigations. To date I have not received any feedback. Please adjust my policy to its original contractual agreement as I did what was requested of me. I am not at fault and I will not take the blame for someone's incompetence.