Unauthorized debit

I took a funeral cover in September and opted to cancel it, no debit order came out of my account until the 5th of December. I spoke to a representative who confirmed that the plan was not taken up however could not explain how my account got debited.

A request was logged on the 5th December and to date I have not received feedback. Spoke to their representatives again and they all can't give a turn around time for a resolution which clearly indicates that the bank plan on reaping me off my last cents. Bunch of ****s. It really can't take two weeks for one to get their refund