Bad Service - Lies about Fixed Premiums

In 3 occurrences now I have requested MiWay to fix my premiums since they have been advertising on their site that they can give you an option to fix your premiums. In the first instance I was put on hold for more than 5 mins and then the phone call was dropped and nobody called me back. I sent a web query asking for assistance, nobody called me back. I did the same the third time and I was called and told the relevant department will contact me but I'm still awaiting a call. I have been with MiWay since 2012 and this is how you treat your loyal customers? This is the worst of the worst in terms of service I've ever received from MiWay. If they didn't want to fix my premiums they should have just said and then Ill just jump to a more respectful insurer who will listen to my grievances and value me as a client.