Lies and empty promises

I called outrance to review my premium.i was told that my premium will be going up.which i stated i can not afford.the next day a guy called kagiso called me teling me my premium will be going down which i was happy to hear until few hours later when i recieved my rate letter with complete different info from what i was told.i than called back i was promised they will listen to the cals.i was also promised an audio which i hv not received...i dont know if it means when dealing with Outsurance one should also record cals for your own protection...if i am going through this when i hv not even claimed what will happen when its actualy a claim.i can not blv this is how they treat thier loyal customers