Poor service re missed premium

I have an issue that I have been trying to sort out with Old Mutual for over two months now and I am getting no joy out of it. The only time I can move forward with being assisted is if I call them. I have sent numerous emails asking to be called back and no one is calling me back. When I call them I am on their waiting line and when I finally speak to an agent my airtime is low. I asked the agent Vincent to call me back as my airtime was about to run out and he didn’t call me back and my issue remains unsolved. I don’t even know why I have a financial adviser because it seems like he never even tried to sort this issue out for me. I have a missed premium that I want to pay but there seems to be miscommunication going around. It is so disappointing. I am considering taking my policy elsewhere at this point.