Very bad service

I am writing this complaint on behalf of my mother as we are currently looking at getting quotes for life insurance. The quote number that we were given is MWL***. On 11/03/2021, my mother sent an email requesting a response to some questions as we were dealing with an agent named Innocent and we were not happy with the quality of service we received from him. We specifically asked for a response by email and not to be called, however the only response that we got back was that someone just emailed the quote back to my mother without even answering a single one of the questions that we asked on the email, and to make matters worse, Innocent still phoned my mother even though we asked not to be called. This is pathetic. Can someone assist by making sure that Innocent stops calling my mother, and can someone who is knowledgeable and professional respond in writing to the email that we sent on 11/03/2021. I realise you cannot respond to me for confidentiality reasons but please respond directly to my mother’s email address which is on the quote.