Very Bad Service /Irritated

I am very disappointed with the service I received from the consultants in the funeral cover division at standard bank. I always hold on for over 10minutes to get through and stuff give a dry service as if they are annoyed speaking to you. I requested my policy document 4days ago and no one is saying anything to me about this Nadine Moss escalated it to another department and I had no Response from anyone with regards to my request ,I even did a follow up and no one responded. What ****es me off is that I was not even informed about the premium increment, so I requested the bordereaux to see what's going on. I am very concerned about this as now I don't know when I need to log a claim what service will I receive.