VERY BAD CUSTOMER SERVICE

They have no sense of what customer service should be. I am trying over a week now to change my banking details with them for the debit order but no one gets back to me. I tried phoning but you hold on for over 20 minutes. When you request a call back - they send me two messages in 3 days telling that 2 different people was assigned to my query but up until now no one called me. I am on the verge of cancelling my policy and go somewhere that I get customer service. I even emailed the lady I previously dealt with and still no answer from her side.