Policy cancellation that I did not request

I'm frustrated at this point. I constantly have to phone and be put on hold for hours regarding my telematix device. It stopped working on the 24th of August. I called in October and it worked from the 17th of October till the 25th. On the 8th of November I called to query the same thing and there was no answer. I called again on the 9th of November. Was on hold for over an hour, the guy I spoke to said he was going to check with IT guys and he disappeared until I hung up.Today it's the 10th. I'm receiving an email that my policy has been cancelled at my request. I didn't request such a thing. Can this policy issue and telematix device resolved and urgently so.