pathetic service

So i have a policy with this so called, union life (3sixty), i keep receiving messages that my account will be cancelled cause they dont receive my payments. i have a scheduled payment which goes off without any fail. i logged request as per consultant i spoke to in dec 2018. i was assured that feedback would be given within 10 working days. I waited, no response, i tried calling them in the new year early jan 2019, their phones just rings and for over 10-20 min holding with no response. i send emails with screenshots received, references but i guess the references are just for show so that one thinks they would contact you.Ticket: QDF-261090. union life, can you call me back or give me all my premiums back