I WANT TO CANCEL MY WARRANTY PLAN!!!!!!!!!!!!!!!

On the 11th November 2019 ,I phoned M-sure to cancel my warranty plan, as i am unable to use it due to misplacing my service history booklet. I called 3 times, each time holding on and after holding on for 20 minutes, as soon as someone answers the call drop suddenly drops. I understand technical difficulties but 3 times? Its ridiculous. I then proceeded to email them, stating my query and then received an automated email saying my request will take 48 hours to process. Its been a month. Your customer service s****s sucks big time, and i can actually say this, seeing as i come from the service industry. This is not the way to show credibility as you have none.