NO Response 11 Days Later!!!

Good Day<br> <br> 02 April 2015 i called the sanlam icover call center (customer care) as i had been double debited for my funeral policy instead of 157 they debited 314. I paid the previous month by eft after a debit bounced. Spoke to a consultant named nonhlanhla who asked me to forward proof of payment via email which i did, i then received an email the same day saying it has been forwarded to accounts and i will get a response in 2-5 working days. its now the 13 of April 2015 and nobody has bothered to get back to me at all. i call the call center again and speak to nonhlahla who then tells me there is a system error imust call again after 5 minutes NOT she will take my details and get back me NOOO i have to call back again. is this the service i am going to recieve as a client????? going forward if so can i kindly cancell both policies because this utterly not acceptable.