The worst Insurance company in South Africa

I sent a cancellation request for a life policy that as a pensioner I cannot afford anymore. I got an email address from the website. I sent a short message with the email asking for this company to please not double debit my account as I simply cannot afford this. Not only did I not get a reply when I phoned them I was told that there was no record of my letter. I was told to resubmit the letter and also use another email address in the 'cc' section. This came back as undeliverable. I phoned again only to be given a third email address. This went through but they still double double debited my account. Why won't this company help anyone. Is this only about money?