No one gets back to me

Ive been with outsurance since the 2nd of September, Ive been paying since the 2nd of September...<br> <br> Ive been waiting and asking for my welcome pack to make sure im actually part of the team, nobody responds to the emails, you have to hold the line forever to speak to somebdy and eventually the line cuts. <br> <br> Do i have to stop my debit order... I dont know where I stand with them at all.