I asked for policy cancellation last month because I was getting retrenched at work

I asked for policy cancellation last month because I was getting retrenched at work. The lady that was helping said she canceled it. Month end my sister sent me money because I didn’t get paid and it was debited. Why was it debited when I asked for it to be cancelled and I even sent an email before phoning stating the reason behind cancellation. They debited my money but when I login to the App it says I don’t have access to the policy. This is really frustrating as I’m no more working.