Shortfall cover recording and cancellation

Good day I phoned 1st for Women to cancel my car insurance cover (which was cancelled) together with the shortfall cover. Myself and the guy that I spoke to over the phone end our conversation that I can not have 2 short falls covers as my new insurance cover covers a shortfall cover as well so we cancelled my shortfall cover. I have made numerous calls and spoke to different individuals at the shortfall section. And I requested my money back. However the guy phoned me stating that I did not cancel and the phone kept cutting of he ended up not calling back so I phoned once again and the lady Ayanda & I spoke and said she'll call me back and never phoned me back that was the 30th of April 2024. Now this morning I call my call doesn't go through as if I'm blocked. So I phoned consumer complaints and they transferred the call to 1st for Women shortfall department and managed to talk to a lady I told her the story and asked if they cancelled my shortfall cover and she said no. I asked for the recording which they promise to give us at a request of my call when I spoke to that guy at first and she said she will escalate the matter to the boss and they will call me back and forward me the recording. And they haven't called me or emailed me. I requested the recording as to see if I am right or wrong and if I'm wrong I won't request my money back but if I am correct I would like my money back. I've been waiting and waiting for them to contact me but nothing is happening.

Respectfully Antoinette Nonhlanhla Mdakane