Misrepresentation, ****ming and pathetic service

Over a decade ago I took a policy insuring my brother and had been paying my monthly premiums well. I decided to move my policies to a different insurer, I completed Hollard's cancellation form attached relevant documents and sent the email on the 19 June 2025. Made a follow up on the 24th June again on July 2nd and 5th via email, no response or correspondence. I then called in today and spoke to Mbali from their call centre. She states that the policy doesn't belong to me and that I'm just a player and the person who took up the policy. I was never informed upon the purchase of this policy that I wasn't placed as the policy holder and won't have any mandate to request anything under this policy, contractual misrepresentation. I'm only being informed now that I submitted the cancellation. The most annoying thing is that Mbali decided not to answer my questions and only repeated that "you are not the policy holder", she went silent then hang up. I've sent emails to their complaints section and still no response.