Cancelled Credit shortfall cover but cancellation not processed

On 03 November,I called MFC to cancel my credit shortfall cover and was surprised to be informed that the cover has been taken out through Innovation. I was forwarded forms to complete and sent them back and subsequently got a response to say the cancellation will be processed within 21 working days. I battled to get through to this company on 04/12 to follow up if the cancellation was processed but battled to get assistance. I then tried again this morning(05/12) and spoke to Qolisile who informed me that the cancellation has still not been processed even though they got the request over a month ago. She made me hold for over 15 minutes only to then tell me that the cancellation will be processed today. No explanation given on the delay or how my refund will be processed . I find this service to be extremely terrible and it seems like these people don't take the customer's concerns seriously!!!!! As for MFC, I just don't have words to describe how I feel about their service!!!!