Employees that don’t listen to instructions!

I called Dialdirect in early October to purchase an insurance policy for my car. I explicitly stated that I want insurance from December, meaning I’d be debited in November. But no, I get debited in October, debit order which bounced due to insufficient funds. I complained about this, and got contacted 12 days ago and haven’t received any feedback since. I followed up, only to be met with another attempt at debiting my account this morning. I called yesterday requesting them to cancel and I was told someone would call me back, yet I’m still waiting. What circus is this?