Card scan horror from Dove funeral.

I am very disappointed with dove with regards to my refund.I requested for a refund after a policy was opened without proper procedures being followed and after stating clearly that I don't want a funeral policy with dove.I wrote several emails to dove and I was directed on what I should do to get a refund but no help.They don't even call anymore.Because of them the funeral policy I had has lapsed as their debit order can't be reversed by the bank.The bank told me that it is because I scanned my card on the machines they had,which I was told it was just to check if I qualify for the policy but I won't be opening any policy. Very disappointed.