MISSING FUNDS

I noticed policy value drastically declined. Concerned, I immediately called your service centre but my call was not answered. I then went to your advisors suite to enquire and was informed to go to your branch. Upon enquiry I was informed that the policy states inactive. I do not understand what this means, why it states inactive and if this has anything to do with the decline in value. Your advisor could also not assist me with understanding what happens at the "end of term" of a policy?! He instead requested me to send an email so he could forward my enquiry to the relevant person's. I understand that business operations have been greatly affected by new working arrangements but your entire customer care and communication is practically non-existent. Your branches are not equipped to do deal with simple queries! Your inattentive advisor is competent in doing "applications" only. I NEED THIS ADDRESSED AS A MATTER OF URGENCY.