Very annoying unprofessional bank in SA

On the 28/07/2020 I lodged a complain asking why the first documents I received for the home loan protection before I cancelled the policy are not the same with the ones I received after reinstated the same policy but no one responded to me, then on the 04/02/2021 I did a follow I still have not received the feedback, I have also asked why this insurance is this expensive. I need some answers please why should I always write complains on Hellopeter before I get assisted not even once I will be assisted without me having to lodge a complain first.