Law on Call - a disappointment

FNB Law on Call division does not treat their clients with respect. I send a legal query on 10 July to *** and they never cared to respond or direct me to the right place. I then sent a follow up email on 20 July; this was also not responded to. Seeing that my emails weren't being responded to, I then sent a request to cancel my policy because it didn't seem to benefit me, due to non-response. Funny enough, they responded to the cancellation request and cancelled my policy. Right after sending the request, I discovered the *** email on my policy schedule and immediately forwarded my query to them and, on the same day, they responded to my query. I then sent a reply on the email and also requested that the request to cancel my policy be ignored since I found the correct address to send queries but *** immediately cancelled my policy, after sending this request. It was really shocking to see that the *** address does respond to clients, since I sent them requets and never responded to direct me to the correct channel. I responded to the cancellation email, asking to reinstate my policy and they did not respond. I sent a new application request, they still did not respond. I am truly disappointed by this division but I should also mention that I was happy with the response to the query (from Ningi Sangweni).