Disappointed in service

On the 7th August i cancelled insurance with FNB, in September it was deduced from my account, i did a follow up and i was told it will be sorted out. In October it was deducted again, i again did a follow up and it was confirmed that it was cancelled, i got a rwf number and i requested the phone call. Now in November they deducted again. When i called them i was told its not cancelled and the insurance is still active. I requested a ref number and copy of the call, the agent said he is not able to asssit with that. I asked for a supervisor, i was told someone will call me as he works remotely. I also sent a email requesting to be contacted. As a private account holder and who has access to a private banker im very disappointed that its been 4 days and i have not been contacted. Its time to change my bank.