Bad Service

On the 15th of January my boyfriend requested a quote for household insurance as we have previously been with OUTsurance but due to Covid and job loss we had to cancel. The consultant called him back immediately and he asked if he could call back after 12 as he works in retail. As soon as he got home the consultant called him again and they discussed our requirements with the consultant. He then asked the consultant if he could do all the calculations and then call us back as we are on our way to Pretoria. While driving to Pretoria the consultant called him again and I plugged his phone into the Aux of the car so that I could also hear what is being covered and how much it will be. After a lengthy conversation with the consultant concluded what the premium will be and we discussed when the debit order will be going off. He explained to us that because our debit order will only be going off on the 4th we will be charge an X amount pro-rata and X amount for the monthly premium. On the 5th of Feb our first debit order went off and it was more than double the quoted amount. My boyfriend then called OUTsurance and he was told because it is Saturday they can only have a look at it on Monday the 7th of Feb and they will call him back. Today is the 10th and still no call was received so we called again. We are then told that the policy has been cancelled and then sorry the consultant helping was on the wrong client's profile the policy is still active. my boyfriend got extremely agitated with the consultant helping him cause she just keeps on saying but the amount that went off is the amount of the policy and the more he tries to explain but that was not what the consultant that sold us the policy said it would be the less she wants to really listen. I then took the phone and explained to her exactly what he is telling her and she said they will go back and listen to the recording and get back to us. How long does it take to listen to a recorded call and get back to a client?