Can't get policy canceled

We have been trying for months now to cancel this policy. Me and my mother phoned ***38 trying to get hold of someone but nothing. I've wrote a letter but still no help. There is no email address on the letters from Absa. I took my mother to Absa Nelspruit and she tried to cancel it there. They said my father must come in himself, we tried to explain that he is 82 and struggle to walk and that my mother have signing power on his account but they said he must come in . Beginning of July we took him to Absa square in Nelspruit and one of the staff helped us to get hold of this insurance branch. Then it was a battle because they said my father must speak to them himself , he CAN'T speak English!!! After a long time the staff member were able to get it cancelled , or that's what we thought ....came end of July and it was deducted AGAIN!!!!! Really I cant believe that it so impossible to cancel a policy with Absa. The reason why we want to cancel is that the people didn't explain the policy properly to my parents. Since May 2009 he paid R9435, he will pay up to age 85, which mean by that time he would have paid R14025 but the amount paid out at his death will only be R10000??