DISSAPOINTED ( HIGHLY)

I always deal with old mutual and got great service all the time , however this time I am highly disappointed ,<br> My initial request was send on the 28th of January, when I phone on Tuesday the 2nd was s told that I needed to certify my doc , very well I did, , I phone I again a day or two and was told that my docs were not there, I fought and the lady and she apologized and said that she could see them , that's when I received your mail, now , only R424 was paid to my account , I phoned again today only to be told that I did not tick the close account box , now my question is this when I send an email I did state that I want to cancel the policies even stated the policy numbers and also attached the letter to termination with immediate effect, pls advise me who is at fault now, <br> Now does this process start all over again?<br>