Poor customer service

I have been waiting for a response on one of my investment policy , which commenced in january 2017 to date. According to the client service agent I am able to partially surrender the policy so I could get money till today I have not been told when can I excess the money, according to the policy document I am entitled to one loan and one partial surrender in the during the restricted period. So is it possible for me to get someone who is competent to handle my querie. I have been waiting for a response since January 2020. It's either the system is off line or they are changing the system so the are unable to check and I am paying R1197 . I am seriously thinking about not acquiring any more policies from this company. I have had it.