Refund / Cancell debit order

Good day .

I'm so disappointed in this company , because I have been battling since May 2023 to get my refund on deductions of a product that I dont have. In the first place they sent me the wrong product , it was then collected within 24 hours of phoning bluelabel connect after receiving the product they cancelled the contract but not the debit order. Whenever I phone that consultants keeps on giving a different version of what's going on so I'm not sure if they are equipped to do their jobs properly . So I want my refund of the money's deducted aswell as for the debit orders to be cancelled aswell. It's beyond me that the contract is cancelled but not the debit order . Why are we not allowed as the customer to personally speak to the billing department . Whatever that was requested from me aswell as bankstatements I sent to them . Why the hold up ????