What a mission to cancel vitality!

I have been a customer for years and years with Dicovery Vitality,and now that I need to cancel my account because im moving abroad,its the most difficult thing in the world!! I phoned your hotline and waited 15 minutes,wasting a lot of money,and finally spoke to someone that promised that he will email me the confirmation for cancellation....but nothing.... Could someone for goodness sake just send me a confirmation!!?? Is it that hard?