AllLife could care less

I made contact with AllLife earlier this month to obtain a life policy which I opted for. I sent a request with clear instructions to cancel the policy at 14:30 on 15.02.2019 and received a response from AllLife at 15:38 on the same day 15.02.2019 indicating that my query has been logged. In my email to cancel the policy I stated that going forward, no debit order will be processed from my bank account. Needless to say, my bank account debited by AllLife on 26.02.2019. I called the call centre concerning this and spoke to Alicia (spelling may be incorrect) who had escalated the issue but could not provide an ETA as to when the payment will be reversed. Alicia made contact with me this morning and advised me that after liaising with the department responsible for reversing the payment, she was advised that the reversal may take up to 32 days to process but may be sooner. I was also advised that if I cannot wait for the reversal to be processed, I may instruct my bank to reverse the debit order. I am aware that I can instruct my bank to reverse the debit order, but then I would have to pay bank charges for this. Hell would freeze over before AllLife reimburses me for these bank charges. My bank account should not have been debited and I cannot understand that a reversal will take up to 32 days to process. I would have expected the reversal within 48 hours of my complaint. Surely someone overseeing the department responsible for the reversal can make the decision to have the debit order reversed unless they couldn't give a damn and could care less. I must say that I cannot fault Alicia on anything or her interaction with me. Alicia is just a messenger taking the responsibility of her superiors.