Bad service

I have a contract with this company for over two years when I enquire about cancelation two months ago the consultant told me that if I cancel my policy the won't be any cancelation fee because the policy is over two years then I ask him if I degrade to a lower rate what will happen he said my contract is for three years and I left with only a year on it the won't be any cancelation fee even if I want to cancel after I have degrade. On the 8th of May I sold my car and tried calling them so that they can remove the device but the was no response from them I tried again after a day or two luckily I got a response and I discussed the whole thing with the consultant who told me about a cancelation fee and I said I can't pay because what I was told is that my contract was over two years and I don't have to pay any fees and they insist that I pay I said let them release the recording so that I can get a clarity till to day I've never heard anything from them I'm still waiting for the recording because I'm not prepared to pay anything until I get the recording.