Budget Insurance
No Response to existing client! Useless service

I am an existing client of Budget, who I have my car insurance policy with.
I have been trying to get a quote & update on my existing policy to replace my car for an alternative one.
After the first call giving ALL my details and giving a substantial amount of time to a call centre person, I am still yet to get any update on my account.
Quote date: 9 May.
Called them back a few days later to ask some queries. Was told I would be called back.
On 16 May I had to call back to ask what was going on.
I was told by an agent that he could not find the quote that was sent, but mid-call it suddenly did appear on his system. ONLY, the quote he had had a higher premium than the one I was emailed.
He told me he would get the original service agent to call me back as there was obviously a problem.
It is now 17 May, and I have not heard ONE WORD from the Budget.
This is awful service. I pay my fees every month without fail, and am a good customer. But when I ask even the EASIEST of requests, they fail dismally.