False Information / *********** Agents

I am horrified f the service I received after 8 years of being a loyal customer! My premium was bumped up by 25% based on a first time ever claiming. Then telephonically reduced with no documentation. A week later I received a letter stating that my premium was much lower and I was pleased to see that but I went the extra step and confirm the lower premium with the agent. But when the next debit order goes through it is for an higher premium. After my call to the agent who was firstly very rude, I had to wait 2 two weeks with no response and call back only to be told it was a mistake and nothing can be done to correct this mess they have created. I only received an apology from the new agent. How does a big corporate like Outsurance have *********** agents working in their call centre and after a mistake like this does not have the common courtesy to have a senior manager call the client? Understand I have budgeted according to the agents confirmation and a letter confirming my premium! 8 years of loyalty does not count for anything clearly!!!