Delays with cancellation after outrageous 25% increase in premium!

Today I received my annual policy update with a ~25% INCREASE in my premium! I immediately perused through the document to find reasons for such an outrageous increase and none were given! Naturally, I started looking for more competitive quotes and managed to find a credible one (with an even better rating on Hellopeter) that was going to save me hundreds of Rands in premiums going forward. When I called Budget to give notice of my cancellation, I was surprisingly asked why I am cancelling meanwhile they gave no reason for increasing my premium! The agent even went further to ask if I tried to engage them about reviewing my premium but they did not afford me the opportunity to do that in the email they sent earlier.

Like many customers, I have honoured my obligations as per the contract (paid all my premiums without fail, kept my details updated, improved my credit score, claim free since inception of cover (and before), vehicle is still under maintenance plan, etc) but I am rewarded with a 25% increase. I mean, apart from inflation, what risk factors on my part could have deteriorated so much to warrant this?

But anyway, my main problem here is that they made the cancellation process difficult, asking me the reason for cancellation several times despite having given it to two other agents prior and the agent even tried to convince me that I did not have to cancel before my next debit date because I won't be charged. Of course, I am not naive and insisted that I want to cancel on the 23 December 2022 to avoid any kind of issues where I have to complain and follow up about a 'rogue' debit like other customers have had to do before.

It's been almost an hour now since the call and I have not received the written confirmation of my cancellation as they've promised...