Poor service

I took a life policy with 1life . After a couple of months by word of mouth decided heard of another better deal and decided to cancel it and sent them an email beginning of December 2023 requesting the cancellation. No reply was given. End of that month they went on and deducted the premium. Called them the following day and asked if my request to cancel was received and was advised that it was not and that my policy is still active. The guy on the call then said he had cancelled it and that my premium would be refunded within 14 days. Called again a couple of days later to make sure it is cancelled, it was confirmed to be cancelled but then told I have no refund available as my January 2024 premium was not paid. The lady said I should email proof that they deducted and I did. Called the next day to find out if they got my email because they don't acknowledge emails they received, eg. Automated system reply. The lady advised it is in the queue and that she is not able to jump the queue and retrieve it to assist me but I would have to wait for it to be attended to. It's day 3 now and still had no call, sms or email from them to advise on the outcome. Imagine now if it was a claim that was being requested. Poor service as far as I am concerned, very poor.