Poor Service from Retensions - Not providing feedback and making false promise to callback

I called Outsurance to review my policy since the premium was going up. I spoke to some of the agents who were unable to assist, they kept saying they escalated the matter to the actuaries and they will come back to me. I had to phone in to get feedback as no one phoned, I requested to speak to the manager, I spoke to the team leader Brandon, he advised that he needs to listen to the recordings between me and the claims advisor and he will phone me back with feedback before the end of the day however he did not phone back. I called in the next day to find out what's going on. From a team leader I expected him to keep his promise and phone me back for an update. Why should I beg you to assist me? This was the worst service I have ever had.