Cancelation of new policy and refund request.

I signed up for a new policy but have in the interim suffered a significant financial loss and am unable to continue, this is a new policy and only 1 debit order has been debited. I was unable to reverse the debit order at the bank and have requested 1life to refund me, they claim they cannot refund. This is unacceptable, I have cancelled this policy and have requested a cancelation of this policy and request a refund please.