I'm disappointed at ...

Dear  Justice M, 
Thank you for raising your concerns and affording us the opportunity to resolve them.  We confirm that we made contact with you to provide feedback and the way forward regarding the concerns raised. We can assure you that this is not the level of service we aim to provide and apologize for any inconvenience this may have caused you.  We have since communicated that your policy has now been canceled as requested and the cancellation process was explained accordingly.  As discussed telephonically, we also explained the refund process and you confirmed your understanding. 

Furthermore, we would like to thank you for the feedback provided to us, we highly appreciate it and value your input with regard to the quality of our service. We appreciate the time taken to share your experience with us. 
It is unfortunate that you have decided to terminate our services, should you wish to continue with the policy we encourage you to urgently contact us and we will gladly welcome you back as a valued client. 
We trust you find this in order, however, should you require any further assistance please feel free to contact us again. 
Yours sincerely,  Judith Mboweni Service Support Specialist Clientele Life