Double debited!

Worst experience. They called me and gave me a quote. They promised to help me cancel with my current insurer. They called my current insurer on my behalf, a 3 way call. My current insurer spoke to my privately and kept me as a customer. Therefore, the cancellation never took place. I called Discovery and confirmed that I did not cancel with my current insurer and that Discovery may not debit my account. They advised that everything is fine they wont debit. THEY DID! Now I've been double debited. Now every time i try call Discovery I get told the person dealing with my case is on leave. Why does no one get back to me?! Why can no one else assist me?! I want a refund!