Pathetic below-par service

Hi, I have two funeral policies with Hollard where I have covered my extended family. Now on one of the contracts policy ***6 a member passed away before the waiting period. I asked them on 11/05/2015 to remove that member and provide me with revised monthly amount. On 13/05, they asked for a death certificate which I sent on 20/05. After following up, they told me on 26/05 that they did NOT receive it, and I resent the same day. On 30/05 I was debited the same amount implying the deceased was never removed. I sent an email on 01/06/2015 with my grievance, on Tuesday 02/06 I received a phone call at 07:30 where the lady I spoke to was very sorry and said they have received the death certificate and will escalate to the right people so that I get paid back my money.<br> After writing to them again on 05/06 I have received an email today that they do not have the death certificate.<br> What is this mickey-mouse business is Hollard running? Is this how they make a living out of people? I am tired of playing cat/mouse and I want to terminate my contract if this is really how they conduct business.