told to come back later due to lunch hour

I have just been told that I need to come back after lunch as no one else can help me with my query. I drove all the way here to cancel my policy ( something which I should ideally be able to do telephonically or over email). It was so easy to open my policy with them but now that I have to close it I'm being told that I'm must come into the branch and bring my proof of address, ID Copy and BANK STATEMENT. Really like they don't have this information readily available. how have they been debiting me all these years? Worst part is that I called in twice this morning and no one bothered to tell me to come at a specific time even though I explained what my query was. These kind of Stone Age processes and bad service is the reason why old mutual will never see me ever again. I will also not recommend anyone to join. Thank you for opening my eyes