DGC - FGRO RED (PTY) LTD - useless administration

Got a telephonic quote via DGC - FGRO RED (PTY) LTD for Discovery. I advised the consultant that I wish to see the schedule first before cover commencing. Schedule received and I wasn't happy and declined the cover by means of a cancellation email sent to them 3 days later. This was 20 October 2022. Cover was initially going to commence on 1 December 2022 before I instructed them to cancel. Low and behold, premium taken off for a policy that was cancelled prior to inception. When calling the insurance customer center, I was told that they were having issues putting me through to the broker and that it would be escalated as they can see the cancellation was sent through but not actioned. It is now 6 days later, the policy is STILL active and I need my refund. This is really unacceptable. I have been insured through Discovery before and have never experienced any hassles. I would not recommend the brokers to anyone given that you cannot get hold of them and they do not action email instructions.