Standard Bank insurance fail to own up to promises

I recently app**** to Standard bank for a readvance on my home loan that was granted and I was very well helped and happy with Standard Bank. I then received an email that they have taken out for me a credit life policy on my home loan. I never gave consent for this. Upon calling SB they said I am still within thr cooling off period and can simply cancel and someone will call me back later in the day. Nobody called me back. I called them and they said it now has to be done via email. Different story than previous day. Then they refuse to cancel the policy. Saying at this point I need to send them all kind of documents. SB this is very poor service, especially to a a valued long standing loyal client. I will look to move my banking elsewhere after this experience