Poor Customer Service

I've been with AON for the last seven years and not once I've skipped my premium.My initial insurance premium was R1900 and last week I was debited just over R2900.When I called to enquire I was welcomed by a rude agent who was shouting at me and also talking over me.Eventually I kept quiet and he realised he was wrong he started apologising more than three to four times.I asked that my insurance be cancelled and my premium be refunded and I was told the retention department will call me back and to this day no one has called me back.Also I mentioned to the agent that my e-mail adress that they have I no longer use it but he didn't bother to take my new e-mail adress and offer to send me my new policy schedule.If this is how you treat your loyal clients then I think I must terminate the services that you rendered me...I am so dissapointed to say the least.