cancelled policy before inception

i cancelled vitallity even before the start date yet you guys are still trying to debit me, i called many times but no one is assisting, i was made to hold on the line for over 28 mins but no help, i have unpaid charges that i demand a refund, i have a case number and the lady Neli promised to email me but still nothing, this is the worst servide...case number ***, i want a call back asap