horrible customer service

I went to cancel my policy and claim my money last week. After 8 days without any response, I called only to be told that they want the home affairs letter of confirmation of change of surname. I have provided them with an affidavit stating that I am waiting for the letter and it can take up to 8 months. I have also provided the old and the new identity documents. I am told I cannot be assisted. Its funny because they have been deducting money from my payslip with the new surname without any letter needed, and in 2014 they also deposited the money into this very account of mine. <br> <br> This doesn't make sense at all, as I have provided all documents needed. I am prepared to take this matter further if there's no resolution.