Poor customer service

I have a life cover insurance with this company and then I lost my job in January 2022, I have advised them to cancel the policy and they convinced me to keep it open but frozen and I must keep on updating them if I am still unemployed, been sending emails telling them that I don't have a stable income yet but my account has been debited twice already, I sent an email on the 30 June 2022 asking them to reimburse that debit but that wasn't done, and they kept on debiting, this morning I phoned and spoke with Shanre who advised me that she we will get a consultant from cancellations to contact me but nothing has happened, Monies in my account belongs to my mother and I want all the debits from June to be refunded back to my account asap, This is not the kind of service I am expecting from the company, and it's very disappointing, when I first started my policy in 2018 I was promised excellent service but looks like it was a catch, Please someone sort this out