Prosper funeral solutions not responding to calls or giving satisfying respond

They are incompetence, their calls are either not answered or it rings continuously with no answer. The reception is clueless as well as client service personnel. I've been trying to get ahold of them since the 23rd of December with no luck. When I finally make contact with them on the 6th of January they cant answer my concern they keep on giving One life numbers of which I did call and they told me they are only underwriters of the policy Prosper still handles all debit orders. This is my story, I have a policy with Prosper funeral solutions which I initially paid R150 then they increased it (R195) to due to covid-19 as they say which was not communicated with us the clients. Fine I didn't mind . They then deducted for December an amount of R670. I'm still being sent back and forth between prosper funeral solutions and one life which is the underwriters. I don't know what to do anymore. It been three years I'm paying for both my policy.