Old Mutual a aonly in it for my money, take my money but can't authentication me.

I called Old Mutual to cancel my life cover and I was told they cannot authenticate me therefore they cannot assist me. I being a customer with them for 12 years need to email my ID and my new email address and after 24 or 48 hours I must call back to authenticate me. Once and if they can then authenticate me can thyr assist me. Once my policy is canceled they will still continue to debit my bank accout for a another 4 months after cancelation when I am canceling because of affordablility. Policy can also only be cencelled after 21 working days. The consultant said she can not assist me further.