Unwillingness to help

I took out a Funeral policy with Hollard, insuring six (6) family members, on the 25th September I sent an email to [Email Removed] using my ID number on the subject line, requesting that they cancel the Monthly Provider plan for R85.45, however to continue debiting my account for the Funeral policy of R196.85, to this day (29.09.2015) I have not received a response regarding my email. I phoned their customer service line *** and spoke to a very unfriendly lady by the name of Busi Radebe, I explained the situation to her and asked that the debit order for Monthly provider be cancelled, she said she cannot do that, I asked if I can change banking details then, she said she cannot. I asked her if there was aything she could do to help because \I can't"seems to be all that she can say"