Non-existent customer service despite Apps etc

Had a very pleasant experience when getting quote and signing up, but any service since has been tedious or just plain non-existent. The incorrect debit order was taken off my account and I have been trying to contact them since the 1st of March. No one ever responds to call back requests or e-mails. When you are lucky enough to wait for an online chat (at one stage I was 2nd in queue and still waited 15min before making contact only to have the chat freeze and I was kicked back to 9th in the queue) it is tedious and slow (I once managed it on another matter). When I called, the department I was meant to speak to was unavailable and the call centre agent requested a call back. It has been 3 days and I am still waiting for said call back or the 2 I requested myself before then...This is incredibly frustrating and my insurance hasn't even kicked in yet...Maybe I made a mistake signing with them...