Deducted money after I cancelled policy.

I requested a quote for car insurance on 27 October 2015. I contacted FFW on 2 November to notify them that I will not be accepting the quote and will be joining my husband's insurance. The consultant assured me that everything has been cancelled and no money will be deducted on 1 Dec 2015 (policy start date). On 1 December 2015- 2 separate amounts were debited from my account from FFW for the same policy I cancelled a month ago already. When I phoned the call centre they informed me that although my cancellation request reflects on their system- no one actually cancelled the debit order or the policy. When asked what am I to do now- the consultant informed me that he will send a mail to the funds department and they will contact me to \discuss my options". No one has contacted me yet and no refund has been received. Absolutely unacceptable \""service\""."""