Assupol life has a terrible customer service

I have a life cover and funeral policy with Assupol. July I sent a cancelation letter through a sanlam agent and even received a reference number for the email sent.20 October I realized that Assupol is still debiting even though I have canceled.i called their head office and clearly stated that I am now cancelling with immediate effect.I explained that I have canceled long time ago,the lady on the phone insisted that there is no information with such a reference number until my call was dropepd without further assistance. I called again the next day,the guy told me I should send 3 months payslip and bank statement so they can refund me my money and cancel.Monday I received a text saying I am still covered until the end of November.Now it means they have again debited for November and by so doing they are delaying the whole.process coz SANLAM cant debit while Assupol is still deducting.I regret the day I joined ASSUPOL.Their service is very poor.