I sent an email to request a cancellation of my funeral policy on the 10th September to which I received a response that I'll be contacted within 7 to 10 days

I sent an email to request a cancellation of my funeral policy on the 10th September to which I received a response that I'll be contacted within 7 to 10 days. As I received no response and my account was still debited I sent a follow up on the 27th September and was advised to wait another 10 days. When I questioned their service level agreement and that I'm not being treated fairly as well as for their complaints process I am now being ignored. Their business ethics and practices are very unfair and not customer centric as financially I can no longer afford this but they not taking this into consideration. I've seen lots of complaints from other clients and we feel trapped. Finchoice needs to be reported to the fsb.