ABSA iDirect policy cancellation woes continue

Another frustrating experience with ABSA iDirect. Following my previous review, I had amazing service from their retention consultant, Mbali. She finally offered me a premium commensurate with a client of 12 years with a three year claim free history and low risk. Had I dealt with her when I tried to negotiate my premium or even when I tried to cancel the policy, I might have stayed with the company. But the company's offer was definitely too little, too late and dealing with her has been the only positive experience I have had with iDirect recently. It is now three weeks since I first tried to cancel my policy and I am yet to receive written confirmation (they even sent me new policy schedules after I had cancelled). Worse, they still took the debit order off my account even though I had cancelled and despite telling me on the 10th May, it would take 5 working days for them to return it, it is still not back in my account. Moreover, because I bank with ABSA, they won't return it either. The lack of customer service is shocking and sadly, detracted from the wonderful service provided by Mbali and for which I hope she is commended.