Discovery Refuse to Refund Client!

So I requested twice to cancel my Education Protector before the inception date and Discovery still deducted the premium because it was not a signed request. Nobody asked me for a signed request until after the premium went off. Now Discovery refuse to pay back my money and tells me I must go to the bank to stop the payment! How is that Treating Your Customer Fairly? If dont go to the bank I wont get my money back. Ina-Marie Kok was fully aware that I dont want this policy. Discovery says it is Curemed because they didnt provide a signed letter. Hannes is the person who I signed with to take the policy. Now he didnt ask me in time for a SIGNED letter but we cant respond to each and every email within minutes. I dont feel it is only his fault. I feel Discovery was fully aware that I dont want to take the policy seeing it was not what I had in mind and only realised it after I signed. I thought this policy will cover both parents which is not the case so I asked to cancel it. Why cant Discovery refund me? Why must the client go to the bank to sort this out? Im a Short Term client of Discovery as well but now Im starting to wonder if I should stay if this is how they treat clients? I mean if they now canceled the policy 1 March should they not pay my money back? So basically if I dont go to the bank Discovery will just keep my money?????