Struggling to cancel a policy

I was enquiring on the Sanlam website as to how to cancel a policy and read that I should send an e-mail to ***. I called to find out if all was in order and was informed that I need to complete form of which I did and send it back to *** yesterday. I called this morning and everybody is telling me they have my ID copy but not the form and I send both. The agents makes me hold for 20 minutes and keep telling me I must resend the documents