Great service when it benefits them

I was with BetterSure for our building insurance as they were recommended by our bind originator and got an excellent quote from them which I then accepted. However, a few weeks later I got a better quote with 0% excess from Santam and then decided to move. I then contacted them and the consultant could not match the quote and then I requested to cancel and then also asked about the guarantee they give which they sent me a voucher saying if they can't match a premium I would qualify for an R1000 Cashback and after asking that the consultant said they will call me back and never did. I then followed up and the new consultant said he would escalate it to the previous consultant who will call me back. A month later no response! I just find it terrible that when you make a promise and then can't live up to what you say when you can't be competitive.