Dual cover complaint.

I am currently paying dual cover because I cannot get the required documentation to cancel with my previous insurer. When I took out the cover back in August 2017 the process was swift and speedy and Santam has been getting my contribution every month since inception. My previous insurer refuses to cancel unless Santam sends them there required documentation. I have had numerous correspondence with the call center. Who first said what I require is impossible, then I was told the request is escalated to their IT department as what I require cannot be done manually then they emailed to an incorrect email address (even though they verify your email address on every call) I have requested call backs from the responsible manager and to date nothing. While I’m paying dual insurance this up and down communication is going on. I am left helpless and left to pay. I’m the middle man trying to orchestrate and get someone to help me, I feel helpless and the only think I can do is keep on paying or I will not be covered.

I want my money back! If I could I would go to Santam and type it out myself. All the calls are recorded yet no reference numbers are ever used. I know the Can someone please help?