Customer care service is really bad on a continuous basis

Hello, My experience of this company has been bad. We buy our cars through webuycars and they partner with innovation group as their warranty insurance.

I called on the 11 April 2024 to cancel the two policies on my vehicle, I received and email to which I sent through the relevant documents (sent two emails to the email address the ask me to send it to, one with the forms and the other with the supporting docs). Note that the emails they send mails from and the email address to send mails to is different. Which I think they purposefully do to make the process complicated. I received no receipt of mail. So I followed up. And received a receipt of mail requesting again for me to send through another form. I responded to say that I've already sent through this information, reattached the emails previously sent. This was 22nd April. On the 28th April I called again to find out why I haven't received any feedback. They told me they have not received my emails (mind you they sent a recept of mail to one of my emails)... so they still saying they haven't received any of my mails. I sent the information to myself and my husband mails, and I have received it. So nothing wrong with my mailbox. I then called the next day again, wasting my time, they told me the same thing. The person on the line, Vusi Sabi, told me to send to his personal email. On the call he said he received one of my mail with the forms (I sent in batches thinking maybe it's to much data in one mail). Apparently, towards the end of the call he said he can't hear me. And said "due to unresponsiveness on the call, I will end this call". Seriously? After taking all my information, my email, my cellphone number, you can't call me back? As a customer care line, I would think it is required to call back if you have the person's email. This is just my experience of there service this year. Previous years has also just been bad. Not sure why webuyscars continues to use innovation group.