Bad service

My way has an app which doesn't work, my debit order bounced and I went to the app to change the bank details which I did, but I wanted to change the date and the app would not allow me. I send a please call me using the, after a day I send another one, still no response. I went to Twitter and I inboxed them for someone to call me but nothing happened. Why would I have an insurance company that cannot be of help when I need them? I even had to call them to cancel my policy and the lady said she can re look at my policy and revert back to me on Monday. Instead I got an updated policy and still didn't call despite the promise,but I guess is because they said they are unable to call the client, thus happened when I was doing the quatation and I was running low on airtime, the lady said they are not allowed to call out.