No Gap Cover for 9 months!

iWyze took over the Gap Cover from Old Mutual at the beginning of the year, and i duly submitted all the documents necessary for the cover to continue. Received an e-mail from Niksha ****ee (iWyze gap Administrator) at the beginning of February stating that my membership had been activated on the system. Fast forward 9 months and my employer will now be contributing to my gap cover, hence i needed to cancel with iWyze as i will become a member of a gap cover utilised by my company. Contacted someone in sales and she refers me to Niksha ****ee (referred to above) to cancel my membership. I am informed that i am not active on the system. I attach the mail received from Niksha (stating i had been activated in Feb), send it to her and she enquires what i would like to do as i am not active on the system (hence there would be no need for me to be cancel my membership). I request an explanation as to why i was not activated when i have an email indicating i was). She then suggests that i may be activated from January to September and will need to backpay the amounts i had not paid for the past 9 months (as i was not activated i was not billed either). I am appalled at this absolutely absurd suggestion! I have requested this matter to be escalated to a manager and our correspondence was forwarded to the complaints department on Monday 18 September. I have yet to receive even an acknowledgment that this complaint was received.