What service???????

I have been insured by Iwyze since August 2019. I have never claimed from them. I was contacted via a consumer service survey in January 2022 and convinced to change to another insurer for half the premium, and the same benefits. I checked my policy wording and under General Terms and Conditions, point 8, re cancelling your policy, it was made clear that as long as the termination was received timeously before the next debit order run, the policy would be cancelled. I sent an email to customercare ( as suggested in the policy wording) and received their automatic response mail, confirming receipt. Nothing further happened. Two days later, i repeated the exercise, attaching proof of my first email and their response - nothing happened. I tried their customer care line and held on for more than 10 minutes only to hear " the person you are holding for is not available" and was cut off. Needless to say, the debit order went off on 31st January, as well as my debit order for my new policy with the new company!!! I have since tried leaving messages for a call-back - no joy. Phoned again this afternoon and got through amazingly quickly only to be told to hold on for the Cancellations department. After several minutes, I was cut off. I phoned back and held for 5 minutes to ask again for the cancellations department. This time the call was taken after about a minute and before I could complete reciting my policy number to the consultant, I was cut off. When I tried to phone back again, I was number 16 caller holding. This is beyond unbelievable. My name is Niki Christie.