Bad terrible bloom

Wife wanted medical insurance.called Bloom branded by Momentum Health4You. She can only talk during her lunch hour. At end of call with Bloom they told her start up fee. Her lunch was over and she said its fine. The next day her employer told her she can get through her work a medical insurance under a group scheme within the motor trade industry. She made contact with Bloom to cancel the product via email. A person rep**** by saying she will get a call. No one called until today. She then sent like another 2 or 3 mails to cancel. She has the right to do as they fall under long term insurance act which says 30 days cool off period. She called them today 3 rd August just to.have to hear over the phone that 10 days ago like immediately after she took.the plan,they lodge a debit order. Where is the TCF Act and LTIAct in all of this? They told her she have to wait for a refund 7 to 14 days. Why did they took the debit order by lodging it just after she took.the product and to top it all - she wanted a plan for herself as main member with two children. She end up getting a doc in the mail only for one child which is viewed by Bloom as an adult although she has no work and is dependent on us as parents. Bigger thing.her too - child got issued with a contract as main member where it should be my wife as main member and two kids. The lady on Bloom call centre today could not even confirm the monthly amount.they took off wives bank account. My wife had to tell the call centre woman how much it is. They even did not take one.debit order but two after my wife did confirm cancel the plan within.her cool off period as per law.