Terrible service

Consultants at Sanlam are very rude and have no idea what customer service means.

I sent an email to cancel one of my policies with a letter attached as advised by them, got an sms stating my request cannot be processed as there are outstanding documents. I called them to find out which documents are outstanding and the consultant who took my call kept me on hold for over 20 minutes without even informing me the reason. I've been trying to get of them now for the past hour and the consultants don't seem to have a clue as to what is happening or how to assist. Still I do not have confirmation of cancellation.