Cancellation Nightmare

The worst customer services ever. Tried cancelling a motor policy, my aunt was on hold for over 10 minutes multiple times. Eventually i was able to get through on the 20th August and was promised that someone will call her within 48hrs. Called again on the 10th August and the lady pretty much burdened me with their problems. Basically there are 5 people who answer calls, return calls, check and reply to emails which she mentioned are back logged since April this year. How is their understaffing the Client's problem? She then asked me to put the client on the phone or transfer the call to her. Like, so now i have to resolve idirect's problems for them? I called again on Saturday they had left. Called agian Monday morning and she swears she called the client back on Friday and again on Saturday but the phone was engaged. I said fine I will tell the client to call you back now. The most appalling thing happened, when she was put through to their department they put the phone to the side and had a conversation amongst themselves and left the client literally hanging while she listened to their conversation. Eventually she hung up. Horrific services, horrific business model. Horrific on all counts!!!