Standard Bank pool service

I was telephonically sold a funeral policy about three years ago,I never received any documents for my contract, even went to Gezina branch where a consultant contacted their insurance agents,who promised to send the contract,two years later and still waiting.Yesterday I went to Mamelodi branch to cancel as i am no longer in a position to pay for this,as i am now wheelchair bound and unemployed,i waited for about 30 minutes to use their phone to contact the call centre,i held on for 40 minutes without speaking to anyone,i was told by an agent in the branch to leave my cell number for them to call back,of which they did about 40 minutes later.I spoke to a lady who verified my details and says she is transferring me to cancellations, another lady answered and i told her who I am and would like to cancel the policy,she did not have any decency to tell me she was putting me on hold,i held on for one hour without speaking to anyone.This service i consider as pathetic,i dont have money to pay someone up and down to cancel.Please assist🙏