Bad service

I have had bad service here, I called to request info on how to cancel my policy for a car that is a write off but I got bad service from a consultant who was just disinterested who promised to get me the call recording as I was not told there a cancellation settlement fee when a policy is terminated for whatever reason, I would have never took the policy, I haven’t gotten feedback as she promised she will in 48 hours, I remain in limbo. I have pressed the panick button whilst I was using the car, they call 2 or 3 hours later.