Not doing their work and not responding to emails

This company is absolutely useless when they have to cancel something or respond to emails. We have cancelled a section of our policy and received confirmation that they have received all documentation on 27 January and sent it to the relevant department for processing, but when I went into the profile just now, it is still there. I also tried to contact them last week and this week at their call center, but they just don't answer - I have seen numerous people complaining on Facebook about holding on for more than 30 minutes and nobody answers. I have then sent an email in regard to what we request, but still only received an automated reply with a reference number. I have sent messages on messenger, tried their so-called chat on their website, all to no avail, but oh dear - they do take your money EVERY month. DON'T do business with this company, I only find complaints everywhere!!!