Terrible service & lack of ownership!!!

On Monday, 9th July I got the callback I had requested for a quote on life cover from Outsurance. I've had my vehicle insurance with them for the 3rd year now and generally their service has been okay. The agent Farron assisted me and we were still going through some questions for the quote when I had to go. We got as far as updating my job title which had since changed to what they had on their systems. (Note that it was not a major change and this was all being done for the life quote). I asked Farron to call me back to continue. The next day, before she called back, I received a text from Outsurance stating there had been changes to my vehicle insurance. I called in and spoke to Eugene (manager is Faizel Duval) and he advised me my vehicle insurance monthly premium had increased and it appears to be due to my job title changing. I understand this happens in some instances but the change that was made was not in any way applicable to me. Also, I feel like this should have been advised. Eugene could not give me any answers or solutions and said he would send it through to the actuaries and would get back to me COB on Tuesday. This is not happen. I was also debited a pro rata on Tuesday evening. Since when do you debit funds from your customers when the issue is not resolved?!!! No ownership even though I was upset at this point. I called back on Weds and got through to Henry who did not take one second to listen to me and kept telling me to calm down and listen to him. He couldn't care about listening to me and if he had, we could have saved all the back and forth. When asking to speak to his superior, he said he was the most senior person available. After more back and forth, he agreed to a call a manager in which he placed me on hold for 10 minutes. I had to eventually drop the call and call back, explain the issue again to a manager named Brenden, who then listened, had the decency to apologize and advised they would return the funds debited from me and escalate the issue with the relevant dept. He called back before 6pm on Thursday advising the matter had not been resolved but he is busy with it and would follow up soonest. I have still not heard anything back from anyone at Outsurance and I am not impressed to say the least. I have been a loyal customer, always referring Outsurance for their great rates and service but after this experience, I will surely be looking for another insurance provider.