Terrible service...yet again

A request was made to cancel my life cover with Absa due to finding a better product elsewhere. I called Absa to find out if they had received my cancellation letter and was initially told no, and I needed to issue them with an instruction to cancel it, again. I was told it would take 48-72 hours to action this. During the telephonic conversation the agent CH found the cancellation letter received by Absa on the 25th November and stated that he would escalate it to his manager and that I could expect a call back by 4 Dec 2020. I stated to CH that if it takes 48-72 hours to cancel then my account should not be debited. No call was received from Absa, but my account was debited with the premium on the 5th December 2020. I called the contact centre again on the 9th December and spoke to ZM who informed me that yes, they do have my cancellation letter but they require a copy of my identity document and that a cancellation takes 10 business days to process. I emailed my ID copy to ZM and the call was dropped and she did not try to call me back. I called the contact centre again and to my surprise i managed to speak to CH again who informed me that yes, an identity document is needed (not requested by him before) and that it actually takes 10-15 business days to action my request. I requested to speak to someone senior(not allowed when you are an Absa customer it seems) and CH stated again he would escalate to his manager, a manager who was off sick. He then stated that he would escalate to someone who is available. Meanwhile Ms ZM rep**** to my email to inform me that she will contact me on the 10th December of outcome. I am writing this review as i am really disappointed by Absa's lack of commitment to solving their client's issues. No one apologises for the terrible service, but i guess that means that you are partly responsible for things that go wrong. This week my account will be debited for the new life cover. Thank you Absa, for once again not caring and causing distress to your clients.