Poor service by customer care

on 16 November i received an email informing that my due to the annual policy review my premium as from 01 January will increase, i sent an email to customer care asking for reasons for my premium to increase when the value of my has gone down, but to my surprise i receive an email telling me that my cancellation request has been forwarded to the relevant department, this is disgusting, this shows that people don't even read our emails they just reply without even bothering to understand the contents, my email was short and clear, but i don't understand how the cancellation come from, can you please do your job diligently