Poor service and unauthorized contract

Customer service reply message says they will reply within 2 working days but they never reply until you call them. You wait very long to speak to a consultant. I logged a complaint regarding an extension on my expired policy and the consultant seemed uninterested. She said she can only cancel even though I never authorized the extension and I never received the paperwork to say I extended my contract. Now I'm the one who has to go around reversing things I never authorized with my bank account in the first place. Very poor service