It been over a year trying to cancel a policy

I am very disappointed by the service I've been receiving from old mutual Ixopo Branch. * on the 21st February 2020 I visited old mutual Ixopo to cancel my retirement plan, I produced all documents requested and undergone the process pf cancelling the policy, I was told everything is done the policy will not deduct the following month *fast forward again on 29th October 2020 I visited the same branch to cancel, as the premium of the policy I cancel in February was still deducting, I went through the same process I was assured the policy is cancelled if it happens in next three months the money will refunded.. I did e follow when I noticed that the policy was still on , i was my matter will sorted. On the 2nd of July I visited the same offices the policy is not cancelled to this date, same process was done I was promised to get feedback by today, however I have not received any feed back. * I am soo fedup with the service I have been recieving from this company, n I want all the premiums from March 2020 till the last deduction to be refunded , I dont understand why is taking soo long to cancel the policy. The service I have been recieving is really disappointing