On hold for long periods without follow ups

I struggled for the entire month of August 2020 to cancel my car insurance with Absa idirect due to the long periods on hold of about 2 hours to get through to a call agent that is able to cancel my policy. Eventually I got through but was told they received an error on their system with regards to my policy and was told I would be called back as soon as the system was fixed by IT but sadly I had to follow up for 2 weeks. I am unsatisfied on how this was handled as it seemed to me that this was a strategy to discourage me from cancelling however I did not give up and kept following up with Thabiso Letsoela who kindly gave me his landline number so i could follow up which was the case as he did not follow up with me as promised however he was very professional and cable of calming the situation and assisted me to the best of his abilities to cancel my policy. Thank you so much Thabiso for your professionalism and transparency keep it up. I would have given 1 star to Absa iDirect if it wasn't for Thabiso Letsoela who handle the situation as best as he could.