CANCELLATION NIGHTMARE

I called the call centre of this company to cancel my policy. The agent INSISTED that I keep the policy, I told her that I have already moved to a new pet insurance and the policy needs to be cancelled immediately. Come the end of the month, the debit order is still happening. Then she sends an email to say she wants to finalise this??? I reply and tell her that I NO LONGER WANT THIS POLICY, please cancel it!!!! Come the end of the month - the debit order is STILL coming off my bank account!!! Tell me how is this anything unlike *****??? If I say cancel the policy and you are still debiting my account then how is this not theft! No one gets back to me and you cannot access these people to cancel policies unless it is done telephonically. They just ignore your emails.