No feedback on decrease of excess.

I have been a loyal customer with outsurance for many years now. I insure everything with them. A while a go they increased my surge amount on home contents due to a few unfortunate accidents we had. They ensured me that this increase is only temporary and can be changed back after a year. It's been years by now. I have called x3 times now, written a message on the app, trying to change it back. The agents I talked to when calling them, tell me they can't from their side, they need to contact another department and will get back to me. I am still waiting for a response. I see the excess is still on R15000. I really hope this review gets their attention.