Bad service from your agents

So for the past two weeks I have been trying to correct an error on my policy every time I call it's a 5 minute hold to check what's happening and then be told about a jira logged and will call you back in 10 minutes then nothing the whole day not even courtesy to say we still busy with your query now I'm gona be billed incorrectly over your system error which is taking 2 weeks to fix. I know we under lockdown and all but customer service should never be compromised.