Bad customer service

What a disappointing experience. I've been trying to update my banking details for two months. My advisor did not respond to my emails after sending required documents, I then decided to call to update them. Guess what? Another month without the debit order going off. I received a text to submit documents via WhatsApp, which I did & my details have still not been updated. I call again and asked the customer care lady to send me account number details so I make an eft to prevent my policy from lapsing. After a long wait - still no email. I call again - luckily the same lady answers and tells me she's still busy with other calls - what nonsense is that? How do you move on to another call without having resolved your previous callers issue?? I find that to be the worst customer service I have ever experienced!