Cancellation of Medical aid - poor service

I have had to cancel my medical aid due to affordability and the fact that I continuously having to make co-payments. I sent the relevant document on the 3rd of January 2020 so that I would not have to pay a premium at the end of January. The termination request form clearly states that if the termination request reaches them AFTER the 7th of the month then termination is only effective the end of the following month which is why I sent it on the 3rd. I go a no-reply response stating that they received my mail and gave me a reference 030120QTH4YB. The email stated that it would take 5 working days from receipt to resolve the issue. So, seeing that it is almost 5 days, I phoned today only for a call centre agent to tell me that a premium will still go off at the end of the month EVEN though they received it on the 3rd...and her reason: I am supposed to follow-up on the progress. But did I not follow-up today, before the 5 days? According to her, they are so busy that they don't have time to read every email...seriously? Must I get penalised for their incompetence? I had to cancel my GAP cover as well and it took 5 MINUTES!!! Zestlife knows what customer care is, Medshield, if at any point in the future I can again afford medical cover then you will be the last company I approach.