Horrible service

I called them last week and spoke to Mbali in the retentions team and asked her to provide me with a cancellation letter and policy schedule after requesting to cancel my policy. She advised that it will be sent during the course of the day. Instead i was sent a confirmation acknowledging the cancellation of the policy. I called numerous times after that and spoke to a rude young lady who made it seem like I was retarded after I told her that I spoke to Mbali from retentions and her response was " how is that possible because the team is in training, so the department is not available on calls" after I explained to her that I even got a confirmation, she was annoyed and just transferred me and there was a long hold with no response from the team. I still haven't received my policy schedule and cancellation letter and I need to submit them to cover my people immediately. I'm furious. I want these documents now