Denail of service for a whole day

I requested to cancel my insurance Yesterday from 10:am until 18h00,I was stiill attempting to cancel m insurance.

1st,I was placed on hold for over 20 minutes until my call was discharged with no callback from them.I then received an od message where they claimed they can no longer get a hold of me.

I requested another callback,I was clled after 15h00,the connection was back i could hardly hear the consultant on the other end.She promised to call me back.She never.

I the requested another callback at 17h45(they claim to work until 1900 Mon-Thurs),until Today I ma still waiting for the callback. The result of this is that my account has been debited,where there should not have been a debit.So the new insusrer debited,and they also debited.

This could have been avoided.I wnt my insurance cancelled with effect 31st january and my moeny refunded immediately.This treatment I get from an insurer whom ive been with for over 10 years,I wonder what kind of treatment is offered to the newer clients.