Quick to call for quick, but **** slow when you want to update policy

I sent a request to change payment from annual to monthly, the call centre agent called and requested that he call me after 3... he said call but up to this, I am still waiting for that call. I hate this company with a passion and I am stuck with for the rest of my life because I can’t move to another company without loosing all the money that I have paid so far.