Cancelling a policy

I called their cancellation department on *** and chose option 4 for cancellation department. The call just terminates without connecting. I tried the deferent way I selected option 2 for client service and the agent requested my ID number and checked the policy and confirmed it's there. She said she was connecting me to the cancellation department. I held on for a minute and the call was terminated without getting through. I was expecting them to call me back as they already have my details and know my intensions. This is the poorest service ever to prevent the client from cancelling the policy. I guess my next option will be to block the debit order and reverse the one that went through.