Non cancellation of home insurance-hocvetting

I had requested a cancellation of my home owners insurance since November. Although my new insurance has been accepted, ABSA refuses to cancel my policy stating that i have not signed the consent form. They claim to have send the email on 15th November. I have been to the bank 6 times since then and even had them send me the mails in two different mail ids. I have not received the mail as of today. At the same time i am being double charged. i spoke to a person by the name of Kagiso yesterday.Either this is sheer incompetence or absolute disregard for one's work.