Cancelling an ABSA policy is impossible

Why is it that the only way to get assisted by ABSA is by laying a complaint.I have been trying to cancel my homeloan protector policy since October 2018 and to date, 6 whole months later I am still paying the premium as it seems impossible to cancel.I have phoned, been to the Absa Homeworld Centre where I was told that they cannot cancel in the branch and I need to cancel via email so , I emailed the retentions division,and still no luck. Please tell me what I need to do to actually cancel this policy?