Bad customer service

Early last year I took a life cover plan with old mutual. The financial advisor Thobile Simelane promised that the plan would give a cash back and would cost me R291 also the policy had a 0% increase over 5 years. I should expect a increase on the 6th year in line with the inflation rate.

Come May 2024 the premium goes up to R309 , I escalated via the Thobile and a few days later she responded saying the matter has been sorted and the plan has been changed back to R291 and further I will be getting some policy documents with the update on them.

Come July 26 R309 is taken out of my account surprised I get in contact with Thobile again her response was the administrator had said it was sorted but the changes were made after the 10th of July which could have caused the delay but she'll look into it on Monday and will come back to me on Monday.

Monday comes she doesn't call the whole day and i then call her around 16h00 her response was she will still speak to her manager and will call me back since then I have been waiting no response it's now 17h21.

I am not happy with the incompetence Thobile has showed, she was not honest nor transparent about the policy and currently she is not looking into my matter and is dragging her feet this is frustrating and tiring