FNB poor service

I decided to cancel my FNB funeral policy after 6 years for financial reasons as I became unemployed. It took me an hour to get to my nearest branch and gave my reasons and details to the agent(Gift) who promised me that it would be cancelled and that I receive an sms with confirmation of cancellation same day. That was on the 18th of May 2018. Never received sms as promised. On the 30th, the money was still deducted from my account. So it took me another drive of an hour back to the bank on the 31st. Month End. I waited in line for about an hour. Spoke to another agent(Alicia) who basically told me that I needed to email them a copy of my bank statement reflecting the payment...no apology and still no sms...I am so absolutely mortified by the lack of service that I have subsequently closed my account with this bank...