Imagine if I died

After almost 2 decades of paying my Life insurance every month. I would like to cancel it now as I have group cover. I mailed them last month to cancel the lady said everything is in order and that no debit order will go off at month end. Low and behold the premium went off. Querying this via mail they tell me my ID does not exist on their system the reference number they supp**** with documentation stating cancellation does not exist. So lets call them hmmm. It has now been more than 50 minutes that I have been in the que at nr.15 with 14 minutes. 20 minutes ago I was 8th with 11minutes estimate. Seems I am not as important as I don't know who.