Poor customer service

I took out a policy for my daughter 3 years agi. I never received any paperwork for. I never heard anything from the consultant. I contacted a different consultant and she found a different ID number linked to my policy. I requested the paperwork and for her to investigate the wrong ID number for a policy that I've been paying for for 3 years. She never responded. For 2 months the policy has not been deducting. Again no response from the consultant