frustrated and unhappy with lack of service

my colleague Selina called Shield911 on 03 and 09 Dec 2019 to cancel apolicy and to date 09 Dec 2019 the policy has not been cancelled. She spoke to Caitlin on 03/12 and again on 09/12 and on 09/12 she also spoke to Nondumiso who was also suppose to cancel the policy but still nothing. my colleague is very unhappy and frustrated because she says she does not need the services they offered.