Altrisk
STILL waiting on my policy to be updated

I have been trying to get my policy updated with Altrisk (since beginning October 2013.)
I was told in December that my policy was updated and then my debit order went off on 30 December and it is still my OLD policy's debit order amount - thus showing that the UPDATED policy is not updated! What is going on? And why has this been such a huge mission to update?