Cancellation for Maria Fatles-***

Hi, on the 25th of August, i called spectramed to cancel my wife's medical aid, they said i must give 30 days notice and they gave me an email to send to which i did. (so that medical aid will end 30th of September 2015) on the 19 of October i called spectramed to see if it was cancelled, they said it was still active and they hadn't received the email i sent. I resent the email that was dated 25th of August to them, they said they did find the email and they apologize and that it was their fault and they cancelled it for the 30/11/2015 and The request of backdating my resignation to the 30/09/2015 has been requested and we are still waiting for the approval (from Khanyi Dube) i sent him an email 2 weeks later asking what is happening, he said they still waiting for approval. I said they mustn't take money off my wife's account as it wasn't our fault, he said they have to take it off but they will refund me when the backdating is complete. i have now emailed customer service and Khanyi on the 17/10/2015 again to find out what is happening and no one has rep****. this has been terrible service its been over a month of no one getting back to me! i will call the ombudsman tomorrow.