Clientele rudest staff and unfair treatment

The worst experience with the most unmannered staff. The rudest person helped me when lodging a complain about a debit order that went through my bank account after a policy was cancelled within the 14 day cool off period, they still go and put the debit order through, and with the phone call they want to tell you that you have to wait 5 - 10 working days before they will refund your money. They take the installment before the 31st and you have to wait this period. Then they still want to give you an attitude. When ever you ask to speak to a manager or supervisor they all of a sudden have a system error.. After several attemps I did then speak to a supervisor that promised that they will refund the money on Friday 27 Oct 2023 and the money will reflect in my bank account on Saturday 28 Oct 2023, this did not happen and they also did not refund the full amount where they now have to take a cancellation fee, this is not right as the instalment was not supposed to go through, this is not running a company honoustly, why do we have to pay for their mistakes