Bad customer services

I've been trying to contact Mr Price' customer services from May 2019 to have insuarances on my account cancelled. They rep**** I need to send my do documentation to the applicable department. I provided my Id number and my new phone number they need to contact but no contacted me. I had a web chat with one of their consultants and she assured me I wont be billed for the insuarances end of August. Now when I received my new statement guess what Im billed for the insuarances again. Now today when I web chattes to the same consultant she again referred me to the cancel insuarance department. Honestly it looks like the people at customer support does not know how to do their work. Can some urgently phone me to have the insuarances cancelled.