HUGE Complaint for bad service

The service here is really poor, from July i have been waiting for my Pep policy number and documents with no success, On the 2nd of Sep i spoke to someone and they made me take the Pep funeral cover and assured me that i would have received my contract before the 25th Sep when they debit my account, till today i am still waiting, ive even been trying to call them on the number *** with no success, All i need is just to cancel my so called contract and they shouldn't debit my account at all, on the 2nd when i spoke to the consultant and his team leader they were talking about how much they love each other while i was on the call holding, i even had to hang up on them, my contact number is ***