Customer service not great

They are good on calls. Then when the policy documents come the information reflected on there is incorrect. Then an incorrect debit amount will go off. It always brakes morethan 1 phone call to sort things out. I've been a client for a while now and this always happens. The consultant I was chatting to this morning on their chat on the app was also just a bit rude. I had to prolong the conversation to get the words "we apologise for the inconvenience caused". We get that these things happen but please train your consultants to be a bit more human.