3 Weeks and I can get a response!

Sent an emails to cancel my insurance premium over a period of 3 weeks, eventually after no reply this I decide to call in *** and I wait 20 mins then they put me on hold for another 10 minutes the Agent comes back to the phone and tells me that the Agent dealing with my original query is not at his desk now but she will email him to get back to me? <br> <br> I am calling because I did not get a response to my emails and then they tell me that they going to email them to follow up with me?