Cancelling changes to my policy

I do not understand why this agent was so prompt in opening my funeral policy and even happier to add dependents a few months later but when it cam to me cancelling the changes, he did not reply to emails for over two weeks. This was still within the 30 day period. I have spoken to a dozen *********** agents who have not resolved my query and even went into the branch in Long Street. What is the deal? You do not want to amend my policy or what? I am not cancelling ; just making sure that I can afford the policy. I was told to email the policy schedule and write : CANCEL CHANGES, DATE , AND SIGN. The branch in cape town scanned it and emailed but when I called today , nobody knows of this email. Your service is poor and how dare you duck n dive clients so that you can avoid them amending policies and paying less money. That Marwaan guy really has made this experience hell for me . All I wanted was to remove my siblings from my policy . After two months no-one can resolve my query. You guys are pathetic.