Digusting service

I called the company early this month of July 2024 requesting them to cancel my policy due to my financial constraints. I spoke to Mooketsi who tried to convince me that he will speak to the manager and see if they can assist by reducing the premium. I waited for his call for 2 weeks. I followed up again and they said he is on lunch and will request him to call me. Once again he never did. I sent an email on the 18th of July 2024 to request them to once again cancel the policy. To date no one responded to my email. I called again yesterday 25.07.2024 and requested to speak to him AGAIN and he was no available. He called back and said he was still trying to negotiate lowest premium and reminded him that I don't need any downgrades whatsoever, I requested cancellation. I warned him that should the debit order go through today( 26.07.2024), all hell will break loose. Indeed the debit order went through, called them again and requested to speak to their manger. She promised to sort out my debit order reversal. I am still waiting for my money. What make me furious is that I gave them a month's notice. They failed to do their job. Should I suffer because of their incompetency??