Very upset with bad service

My son though it would be better to join Affinity health than to stay on his medical aid, as it was much cheaper. He didn’t understand that it was an short term insurance company and not a medical aid, after my husband explained it, he wanted to cancel the policy. Affinity’s server has been set up to block any one of their clients emails that has the word “Cancelation” in either the heading or the text, when he tried to phone to cancel, they would tell him they’ll put him through to a consultant to just hang up on him., even though it was still in the cooling off time. They tried to make it impossible to cancel! I had to threaten them, using another email address not registered on their server, before they would cancel the policy.