Terrible service!!!

On the 6th of March 2023, I contacted Avbob Funeral services via the *** advising that my policy has been cancelled and so my debit order and that I will be continuing my policy with Metropolitan. Note that my policy was also attached when my cancellation was sent, confirming the policy number. .

Till date no feedback on my email was received and no deductions were made. Today, when I need the cancelation letter urgently due to a family members death I was told that they never received my email nor did I cancel my policy and they only provided me with a retention letter. Again, I had so send Another email requesting for the policy to be canceled and to provide me with the cancelation letter. No written confirmation was received if documents were received and to when I would also receive assistance. Lack of communication and *********** staff is what I have to deal with. Staff or lower level consultants refusing to transfer me to a manager. Staff are rude and *********** and lack any form of proper training. I want my cancellation letter, it's not difficult to understand or comprehend.

Why was I not assisted initially when my cancellation was sent?