Cancellation not processed.

On 22 October I sent an email to cancel my life insurance as the house was sold in September. My premium was R103 pm. I received an email advising that someone will contact me to confirm the cancellation but no one called.

Today I was more than R500 was debited from my account. I then sent an email again to cancel and a very nice lady did contact me this time. She sent me a form and told me that a form was sent to me via email on 4 November but I never completed it. I did not want to argue with her without double checking if I did not miss any email from them. After the call I checked my emails and I did not receive any form. I sent an email again to ask that the cancellation be backdated as the house was sold in September and I cannot be paying for a house I do not have.

I received an email to say they cannot refund me as a form was sent to me which I did not receive. I also do not understand how the amount came to R500+.

I will definitely be referring this to the ombudsman as I initiated the cancellation early but it was not processed. The company also did not assume any risk because the house is not under my name so what exactly was I covered for if they argue this.