Poor and disappointing customer service!!!

I received a call telling me about a price increase on 17/03/21. I requested for my policy to be cancelled. I was then transferred to the cancellation department but systems were down and the request could not be carried out. I was told I would be called back at an agreed time on that day. No call was received thereafter! No follow up call or email was sent either after that. I then emailed customer service informing them of the grievance and requesting that my policy be cancelled effective immediately. I received an automated reply with a reference number stating that my querie has been received. No feedback of confirmation has been given to date. My policy is still not cancelled!