Poor service and attitude

I took out a medical aid with them on the 23rd Feb, I submitted the documents and all was ok. today, 2 weeks later I get a mail telling me that the policy has not been activated as they haven't received documents. I requested help via the what's app function but got no help at all. Eventually the salesperson who originally helped me called me, I could barely hear what he was saying due to shouting in the background. He rudely told me he never got the documents, I told him I'm very disappointed, he rep**** he will get a consultant to call me and put the phone down. I sent a mail cancelling the policy and requesting a refund as I have no cover. They then sent me a message that they had decided to cancel my policy (not me) and that there will be no refund! Surely under the CPA, I have rights to cancel and how can they refuse to activate the policy yet keep the money. To add insult to injury, they deducted more money off my account than what the policy states, that query has also been ignored. I have lodged a request on their what's app chat for a supervisor to contact me, but of course that hasn't happened. Worst decision I ever made was to get involved with this lot