Incorrect billing

Earlier this year I received a letter stating that in December I’m due for an increase, I then requested that the disabilty benefit should be removed from my cover, the next day I received a call from one of the agents from Shackletonlife....they then told me this would be done in december as my cover runs from december to december.....and december comes what happened??? My request wasn’t honoured and they went ahead with the premium increase and the disability wasn’t removed from my cover.....this is realy bad service guys you should honour and respect tour clients, I even sent an email 2 days ago still no reaponse from you