Cancel my Vehicle Insurance

Why is it difficult for Standard Bank to cancel my vehicle insurance? I contacted customer service twice today, at 09:00 and at 14:00 to cancel my policy. I was assured both times that someone from retensions will contact me to cancel my policy. NO ONE has contacted me!! The gentleman I spoke to at 14:00, Mzwandile Zulu reassured me that someone will phone me before end of business today to facilitate my cancelation. I informed him that someone at 09:00 told me the same story he was giving me and so I declined to wait for that call. He told me doesnt have authority to cancle. Why can't we cancel at the time when WE want to cancel?? Why should we be at the mercy of the bank when we are unhappy about their service. Why should i wait for the bank to call me? CANCEL my policy PLEASE!!!