Incappable of service

I have requested feedback on my policies on numerous occasions, It seems as if they are having problems with providing details on debit orders from my bank account and I am of opinion that they are not in control of their systems as they cannot provide the required details for weeks now. I re-send emails everytime and received their disclaimers in return to my email and their promise that I will get response withing 48 hours. Weeks later, no response, no solution, no calls in return. When I phone their 08... number, they confirm that my query (ies) have been received, yet no response!