Debiting my account after polocy was cancelled

I cancelled my policy on the 11th of December 2020 after having received bad service. Only on the 6th of January did I receive a respone stating that my cancellation request has been received. Today, the 22nd of January 22, they debit my account and when I call to enquire as to why, I'm told that my polocy is active and I need to cancel beforw I can request a refund. How many times must I cancel? I want my money back immediately and I will be lodging a complaint with the ombuds about this ************ business.