Pass the bucket ! No Debit Order! So, what next?

We've been with Chubb for years, my dad passed on, mom kept paying the ridiculous price on the one property, and Chubb not visible in the area. Same with 2nd property, ridiculous premium and no visibility. Got quotes from another security with same perks, better pricing. Emailed cancellations on both properties. Thembi called and offered a lower price and this was accepted and new banking details was sent through to her reason being the debit orders was stopped and bank institution won't allow any transaction for Chubb for a certain period, and was acknowledged by her for update in the system. On 28/8/15, technician came to take out radio, we refused because of miscommunication at Chubb. Thembi sorted. Today I check bank account where these two debit orders should be going through, found that the account was not debited. I called and spoke with Quan, he could not tell my what was happening but gave me the old banking details and told me Thembi no longer works there. The conversation went nowhere so I asked to speak to a manager, was told he's not in. I keep CHUBB fully accountable should anything happen to any of these two properties as the bucket is passed instead of resolving.