Outsurance bad service

I have requested a simple voice recording from them for now almost a month. First there was no reply on multiple e-mails and after the contacted me they insured that I will receive it. I was simply requesting a quote from them and have not even provided any vin number of the car to them and they started deducting for the car. My car is also currently insured with a different insurance and they have not queried why the car is still insured. I am not happy with the quality service they claim to provide a loyal client. I seriously need assistance from someone that is competent to assist with the simple request.