Cancellation of life cover

Good day

I have been trying to cancel my life cover for the last few months. I started at the Bank and was told to contact Hollard, from there I was told to contact Better Bond since the they are the police holders. I was told to request a letter from the Bank to get the cover canceled. Ths was done and send. I even did a request before to have the policy changed to something ells so that i dont pay for 2 covers. I was told this could be done, no feedback no response. Now I would like to know what is the next step? Called in today to speak to a manager at the call center, was told the same thing again where is the letter, this was send. Do all clients get this kind of service?