Poor service from ABSA life insurance

The service i received from ABSA life insurance is so horrible. I requested to cancel a policy with them, they asked to write a cancelation letter, a certified copy of ID and policy schedule which i did attached all those three documents in one email. To my surprise they told me they only got ID copy and i asked them how possible that three attachments in one email but they only received one. The worse part they keep me on the phone for more than 75 minutes but still they fail to resolve my request. The request and documents was sent to them on 31/10/2024 till now I'm still waiting for them to cancel the policy. A VERY BAD SERVICE FROM ABSA