Lack of Service and Accountability

I have a policy that was taken over 30 years ago with standard general - which has subsequently been taken over by liberty. I was advised a few months ago that I am being charged almost R700 pm as an admin charge. I have queried the same as soon as i has been advised , however to date have not received a response . Yesterday I was promised that Irfan Rawat would call me and needless to say I did not receive a call. Today I left a message forSunil Nagar to call me and that has also not materialized.