Lack of Customer Services..

In June this i wanted to cancel my policy with Hollard, i was advised by one their consultants that i'm due for cash-back in end of August 2017 and i shouldn't cancel, i heeded the advice, i kept my policy. at the end of the month when i did not receive payment i enquired, i was told that i need to submit my documents (copy of ID and bank statement) the 1st email was and i did not receive any automated-acknowledgement , i to the branch where i was provided another who did provide an acknowledgement to my email, on the 8th of Sep i made another call to follow up, i was told that payment would be between 10-14 working as actuaries are busy calculating. They still collecting premiums on my account. I tweeted and tried to make but to no avail. Hollard is playing silent!!