Policy cancelled but premium still collected

Home owner's policy, No. ***, was cancelled and ABSA confirmed that per their letter of 24 January that this came into effect as from 7 January 2105. Despite this, the annual premium of R8764 was deducted on 1 February 2015. This was reported to ABSA but the only response from them is an acknowledgement that my letter has been received - and every time I enquire I get the same (machine generated) response and absolutely nothing further. Will I ever get an answer to my query? If so, when may this reply be expected?