Non-existent customer service

This is the second time in a year that I have to resort to HelloPeter to try and get ANY kind of assistance from this company. When I joined MiWay, they were one of the best in terms of customer service. Since attempting to deal with them last year, their so called "customer service" is a big part of what drove me to another insurer. After fighting for 3 weeks to get an answer on insurance for a new car I purchased, their "extremely" helpful response was, "Sorry. We can't insure the vehicle". So I requested a cancellation of my policy via the app and moved to a new insurer. According to my policy, cancellation is with immediate effect. However, I received an sms stating that someone will call me with on 72 hours to process my cancellation. I am still waiting for that call. So the next afternoon I phoned in and spoke to someone who said they will get the person handling it to phone me back. Still waiting for that too. So I stopped the debit order (which they still attempted to take days later) and tried to request confirmation of my cancellation via the chat function on their app and website (***). Still nothing. All of this took place in September last year. I phoned in again at the beginning of the year and tried to get a confirmation off of my online profile, but still nothing. All I want is a written confirmation that my policy was cancelled. Why is that so difficult?