Absa 25 year money back

Good day I am beyond frustrated I cancelled my 25 year back money policy on the 4th of November and was told the funds will be in my account in 10 to 15 days . Well it’s now December I phoned the call centre yesterday and was not it’s not even cancelled on their system and. My debit order went off after I said cancel it in October . What is going on if I request a cancellation why is not cancelled I get no feedback at all I need these funds urgently.