Debit orde

I'm soo disappointed @ clientel life , one if their agents called me I still remember her name I opened funeral cover with them, made debit order arrangements for them to debit on last day of the month the lady assured me debit order will go off on my account month end got a debt check SMS and the date was showing 25th the lady told me to ignore the sms debit order will go off on the last day of November, yesterday debit order went off on my account and the date was the 25th and the took the last money I had to use to go to work this week friend calling and sending emails all my getting is 'the matter has been escalated' I want my refund back and you can cancel the funeral cover I don't want it anymore