Misrepresentation and poor service

I am utterly disgusted with Regent life. I took an investment policy with them in 2017 only to be told last month when I wanted to cancel and get my money back that it was captured as a life cover. I lodged a complain and it's been more than a week with no feedback from them whereas I was informed via SMS by their complains manager that she will get back to me within 48 hours.