Insurance cancellation

On the 12 July 2019,I called Absa insurance *** requesting to cancel third party car insurance policy number ***9*002. I was advised that they are experiencing high call volume and my contacts were taken down for someone to phone me back. On Monday 15 July 2019 I phoned again and was told someone will phone me because it takes 24 to 48hours. I was called back by Sipho and I told him I wanted to cancel my policy because I took a comprehensive cover with first for woman insurance. I asked about the debit order and was advised that because the debit order instructions are already sent to my bank they cannot be stopped in July and I must phone to reverse back the amount after the debit order go through. Sipho gave me a quote for comprehensive cover, I told him to phone me a little later. He phoned me back later with a discounted premium, but I told him if I am taking the comprehensive cover I will phone back to take the quote. I did not phone back to take the quote. The debit order went through and on the 07 August 2019, I phoned to request the refund on the debit order only to find out that the policy was not cancelled in July.I do not understand why is so difficult to follow the customer's request and cancel the policy when requested to do so, but what I understand is that I need my money back.