No response to emails

I have been with Altech Netstar for close to 3yesrs now; I requested assistance in terms of terminating my contract with them on 8 July 2020 as my car is a write off; subsequently i called altech netstar to terminate my contract and in addition i requested a termination letter. They indicated the amount i need to pay of which they debited from my account. I am still waiting for that confirmation letter.