Cannot give date when insurance policy will be cancelled

I have found alternative insurance for my building cover, I sent a cancellation letter to the ********** email address, I called to confirm that it was received and that my account would not be debited at the end of this month for September, the Ooba operator cannot tell me when the cancellation will be processed, telling me there is a backlog and cannot give me a reference number for my call.

My Ooba policy number is MSA50711.

In my opinion the cancellation date should be logged and I should have a reference for this call in the event that my account is debited.