Help me to cancel this policy please

I have been a client of ABSA i-direct since 2009. I have been trying since 10 January 2025 to change my insurance from comprehensive to 3rd party fire and theft in March when my annual policy review kicks in. Initially I wanted to remain with ABSA idirect. I tried the call centre number 2 x and held on for 20 min each time to speak to a consultant. I then sent an email and received an automated response email with ref nr.C-***4. I then received a phone call and the consultant asked about my query and said they cannot help me over the phone, it had to go to the call centre. I was put through, but gave up after 30min. I decided to try the call centre early on Tuesday 28 Jan - I phoned at 8:00 am and got a guy on the line that sounded very sleepy. I stated my problem, and he said he will look into it, I must hold on. I held on for 30 min, he came back on the line and said he cannot help me I must phone again 1 calendar month before my policy renews for the year. He then backtracked after checking again and putting me on hold for another 15min. He said he will help me but can only do it "manually" and he will phone me back. I asked for a ref nr, and he said not to worry he will phone me within 30 min. I am still waiting for that phone call. I have sent more emails - this time asking to cancel my policy at the annual review date (15 march) and received a new reference number C-***7 on 29 January, but still no reaction. I tried phoning again on the 5th of Feb at 10:55 - held on for22 min - gave up. On the same day I sent another email using the same ref nr asking to escalate the request. NO reaction. I am now desperate to cancel this policy. The service is shocking and I pity anyone that ever has a serious claim with them.