Not happy with the service

Last year April i upgrade my life cover and they promised they will canceled the one i had. After 6 months i checked it's not canceled. I went to the branched to cancel it and they said they going to pay back my premiums for the months i submitted everything even my bank statement. Early this year went to check they said thet have canceled it but i did not get my premiums also on the app and on my payslip it still shows that it's active and it is deducted every month. I'm sick and tired of this now