All I need is help

Thursday, I called and spoke to Gadijah. I asked her to lower the premiums of the funeral covers that I have because I'm not employed right now. Understandably, the cover amount will decrease as well. She says no. (She doesnt provide any options) I asked if she can cancel what I have and then resell the products at different premiums for less cover.... "No, please go to your nearest branch" Is changing or canceling a funeral plan something your call centre staff is not trained to do? Dialing your already "premium number" might be costly, but its convenient and will cost me less petrol to make the call.

Friday, I waited 20mins for my call to be answered (at this point I should have gone to a branch because the calls are costing me more than what petrol would have cost if I had driven) and as i get through to someone the call drops.

This morning, I dialed again. Got through to the money account dept by accident, I asked the lady to transfer the call. "No, but here's the number" I specifically told her that I dont have a pen at hand and if she would be so kind and transfer me. "The number is....." So I presume the staff dont fully understand English either? I say NO PEN, she says "THE NUMBER IS..." I really just want the policies cancelled please. As in, as soon as possible.