Worst service

Worst service ever. I requested to surrender my policy since beginning of June my request was actioned on the 9th and was advised turn around time is 7 working days , I had to follow up on Tuesday after seeing my debit order debit and I was told the 7 days will only count after the debit order was declared, I mean it means nothing was done since the 9th till now. And no communication in between. When I inquired the process of canceling I was advised it doesn’t take long within a week it will be cancelled but it’s been 3 weeks now