Cancellation of policy without notifications

I have a policy with All Life that I took in 2009. Last year when I couldn't afford paying it I sent them an email from my old job asking to cancel it. I got correspondence from someone who advised that I had my policy for too long and they can give me a payment break instead and as soon as I can, my premiums can continue. I've been trying to get this started with All Life from last year Nov/Dec and I've been told payments will be deducted and nothing. Last week I called them again and was told that there's no record of all that info of a payment holiday so my policy has expired, I was not even informed of this. The guy I spoke to said he was going to speak to his senior and get back to me. To date, I have not received a call or an sms from them. I want to know how do they not have records of anything even my calls cause I've been calling them. I've had this policy for far too long. If they do not wanna carry on with it, they must give me all the money I paid to them.