Complaint about life policy premium debited and no contact from financial advisor

I cannot believe the poor service I am receiving from Liberty Life. My life life policy is going out of guarantee period in February and my premiums will double. Liberty has debited the new amount in January and I want my money back. Then since December I have been trying to get hold of my financial advisor to see how we can resolve this with no luck. When I hold of him beginning of January he said he was in a meeting and will return my call. I'm still waiting. I then went to visit their Gqeberha office, they put me through their call Centre and I was promised feedback within 48 hours, the time has come and gone still no response. This is unacceptable and poor customer service. Everytime you call the call Centre it's started you've called out of office hours.