REFUND and cancellation

Policy FL117MM12. LAST MONTH I SENT A REQUEST TO STOP MY DEBIT ORDERS.. REQUEST WAS SUBMITTED ON THE APP LAST NIGHT I GOT DEBITED AND WHEN I CAN AM BEING TOLD YOU CAN'T STOP OR CANCEL THE POLICY ON THE APP..SO MY ARGUMENT IS WHY DID THE APP ALLOW ME TO SUBMIT MY REQUEST AND UPDATED PENDING? NOW AM BEING TOLD I CAN'T BE REFUNDED MY MONEY ITS NOT MY FAULT THAT REQUIREST ARE NOT BEING SENT TO THE RETURNSIONS DEPARTMENT FOR EXISTING CLIENT..I PLAYED MY PART ON TIME I NEED MY REFUND AND THE POLICY CANCELLED AS REQUESTED.CHARTED TO SOME RUDE PERSON NAMED LESEGO WHO JUST LEFT ME HANGING ON THE APP FOR OVER AN HOUR TILL I DECIDED TO CALL JUST TO DEAL WITH *********** ADVISORS WHO ARE CLUELESS..I NEED MY REFUND I WONT CONTINUE WITH SOMETHING I DON'T WANT ANYMORE I WANT MY REFUND