Disgusted and frustrated client

Poor customer service very very poor I have been trying to cancel the policy with hollard on every branch I come across they keep on telling me that it's on arrears it will lapse on it's own. An old lady from Hollard is paying that policy without my consent. She doesn't want me to cancel the policy which I'm no longer interested with and she works at hollard. She deliberately made it to be on arrears so it cannot be easily cancelled. I don't know what are her intentions is it ********** acts or something else to benefit her. Because I really don't need it and it's way expensive and pays less hollard and it's employees are ******* and **********.