No customer service

We have now tried for the second time to put a extra vehicle on my policy. The first time the consultant added the wrong policy onto mine and I was charged for this after I asked for a quote. Yesterday a logged a call again asking for a quote. After 3 hours I was phoned but because I didn’t have a ID no on me the consultant told me he will phone me back. That of course didn’t happened, I thought that I will get a call today but nothing. I just can’t believe that a company that had such a good reputation is now not even willing to get more business.