Cancellation of a policy

My mom was sold a policy where she was under the impression that the policy is on an increasing premium and increasing sum outsured. When we went through the policy and I showed her the policy is actually increasing premium level sum outsured. We called the call centre on 11/01/24 and we requested the call recording we told the call will be ready to be listened to with 48hrs. I then called on 16/01/24 spoke to a guy and he said we’ll get a call before end of day 17/01/24. There was no call and I called today with my mom on the line wanting to cancel the policy spent 15mins and this was not done. We told(Chandre Naidoo)will call my mum back as she sold the policy to her. My mom just wants to cancel the policy.