Bad customer service

I called them last year October to cancel my funeral plan with them due to a financial strain spoke to an agent more than 15min. Advised why I want to cancel she assured that it will be done to my surprise the policy it's still active hence it debited I tried to reach out to their agents they referred me to some automated portal and they refused to give me theirs seniors email address for complaints worse service I'm still waiting for them to refund me my money no communication on their side 😤😡