Absolutely Poor Service - No Heart in Customer Service

Absa HOC. I cancelled my policy, received confirmation from Absa HOC vetting department that my policy was cancelled 2 June 2022. On 25 June 2022 I was debited for the premium that was CANCELLED. Unable to get through the ***from 1 July, told by the recording that you are in a queue, need to wait 2 mins for an agent but ended up waiting +8 mins! After numerous attempts I got through an agent, she said she will request to have the debit order reversed (4 July) still waiting - sent an email to Absa Action line - told 3 - 5 working days. Day 4 (8 July), called Action line told them the reason this request is urgent - was told there is nothing they can do other than escalate. I was also told that the Insurance department receives alot of queries to deal with so I need to "understand". The question is WHY are there so many queries / complaints? How difficult is it to reverse the debit order when all the evidence is attached in the email?