Different stories when my premiums have to be paid back.

I have a police that includes a funeral cover and an Educational cover for my son. I have been paying the cover for more that 7yaers and when I check the statement I learned that the money is not growing as it does not amount to even half of the premiums I am paying. I sent a request for cancellation of that educational cover and received an email stating that I have the right to exercise my cooling off rights if I want to and that " Liberty will cancel the change request and refund any premiums you may have already paid relating to the benefit update less any expenses related to the cover you have enjoyed under the new benefit(s) up until the cancellation of the change request." I received and email confirming that the cover has been cancelled and I believe that because my premiums are no longer the same as they have reduced. Nothing about my premiums being paid back is said therefore I called the customer service today and spoke with Nokuthula, she says my cover cannot be cancelled as it is part of the funeral cover benefits of which is not true as the cover is already cancelled, because I realized she does not know her product I dropped and called again. I then spoke with Rayisa who confirmed that the cover is cancelled and that I will not receive my premiums back. I told her to refer to the email they sent, when she came back she still says I will not be paid back however she will not answer for the email. I am really disappointed with Liberty, to think that I still have 2 more policies with the company and I do not wish to continue with them any no longer.