Not following my instructions when the said they would

I have requested a cancellation of my policy, and received a mail to contact them. I did so two days later, and the consultant promised that the cancellation will be revoked and my policy will be in force. Next thing I get an sms to say the policy has been cancelled. What the...??? I requested on about 20 different occasions that the cancellation be reversed, but no such luck. Got a call today to say they are contacting me to reverse the cancellation. I then get an sms to say the policy has been REINSTATED. This basically means I start from scratch like a new client. How is it that I cannot seem to be put through to someone who can anderstand my request?? Clientele messed up, but won't take responsibility. Not cool!!