Horrible credit life service

I have been calling absa numerous times to cancel my credit life premium without any success. Once consultant said I must write a letter and send it to *** which I did but there was no response. The other said I must complete a cancellation form and send it ***. She emailed me the form but it was in a zip file I could not open it. I cant find such a form on their website or anywhere else. This is horrible service. It is calculated to frustrate us in cancelling the premium so that absa can continue to overcharge us. Can somebody please send me the form in PDF format (not zip) so that I can complete and cancel this exorbitant premium!!! Why is this form not readily available on the website? Why are details regarding the cancellation of credit life not readily available? Why cant the cancellation be effected telephonically or online upon proper verification?