Absa life- terrible service from consultants

My Absa bond was fully paid up and settled in February 2020. I received an SMS 2 weeks ago to inform me that I would need to pay an amount of 7032.83 to Absa life@ease. I then sent an e mail to retentions with the documents, a copy of my ID and the paid up statement. I then contacted the financial advisor who referred me to Absa life. I called and spent about 20 minutes on the phone to speak to someone only to be advised to resend a letter cancelling my policy and a copy of my ID which I did. I called a day later to confirm if the documents were received only to be told that I have had to resend the documents which I did and was advised that it would take 10 days for the claim to be cancelled. I asked the consultant for a confirmation email that my debit order has been cancelled she advised that its a cash deposit and it takes 10 days. The service I have received is not up to standard. Can I have feedback on confirmation that the policy has been cancelled and when will I be paid out.