cancellation not processed

my wife signed a contract for 2 years in 2011 for R99pm but due to the fact that I was offered a job abroad in 2012 we made contact with them several times requesting a cancellation and submitting it in writing. Now after 2 years we discovered that the cancellation has not been processed and the premium has more than doubled to +-300 pm. I have written to them regarding this matter and now a list of documentation are required including the cancellation letter*frown*. How am I supposed to retrieve the cancelled letter after such a long period? I am totalled appalled by this type of service.