Bad service

My debit order was increased without notification. When call Standard they told me to send insurance documents which I sent to *** on the 7th August. I never received any reply until I followed up via phone on the 25th and they promised refund. On the 1st i sent another follow up via email and they didn't reply. They don't reply to emails and when you call they keep you on hold for more than 30minutes. Why telling customers to sent emails if you don't bother to reply