********* behaviour and bad communication betqeen service provider and broker

I recently engaged with a staff member of this company regarding a complaint I had thought my situation was resolved.i spoke to the member and agreed to have a double debit done on my account for the month of January as I was enquiring about the deletion of benefits from my policy.As mentioned,we had an agreement.I recently received an email to say that my policy had been cancelled.i didn't ask to cancel.this is simply atrocious behaviour.i would like all my premiums refunded and an apology for all the inconvenience caused.Also ,please note,all my calls are recorded and will indicate that at no time, did I ask for my policy to be cancelled.I have not used any benefits from its inception.