Debit order

I was debited money for the insurance I asked to cancel ..I did it on the app and when I tried to cancel it did not allow me I called regarding cancellation within 30 days .I was told to go inside the bank explained my situation that my child is in hospital .and I needed the money back . I was told it would be escalated .I waited for the call as I was promised and not call returned . regarding feed back I kept on calling the bank and spike to phumulani the manager he told me I am putting pressure when I asked for the turn around time .. I explained I needed to know for how long will I wait .. I need my money back into my bank account