No response from customer care

I have made a request for them to increase cover for one of my members but when the policy schedule came I informed them on the same day that the premium is too high and they can reverse it to the way it was. I sent my response on the 1st of April. No one attended to my request but when I requested an increase they acted promptly. So end of May I see that they did not attend to my query as my premium was high. I called today and they informed me that they only did the reduction today and they are still going to deduct this month and my premium will e reduced from next month. This is inconveniencing me in so many ways. Now I have to suffer paying a huge premium because they didn't give my enquiry a priority.