I have cancelled and still paying

I have cancelled my Medical insurance on the 4.8.2015 by email and asked that my money be refunded to me. when i contacted my bank to reverse the debit order they advised that i should get it reversed from Get savvi. i was told that i cannot get the money refunded as the debit order already went off..<br> I was told that they did not recieve my email for cancellation. i await the refund to be done