Double policies for one vehicle, debit still not paid back

I was pleased with the amount of attention I received when I was looking to sign on. As time passes I've started to lose faith. I have TWO policies listed for my car, I spoke to a consultant who said he cancelled the incorrect one for me, got a letter notifying me that it was cancelled only to check on my app and email to see that it's STILL active. That's besides the fact that I was double debited (27th October and then again 2nd November). I still have not had that money deposited back into my account. I sent through an email and it's been read and still noone has made contact with me to show me effort from their side. Very disappointing. I'd hate to think what claims processes would be like.