unauthorized debit

beginning of January i phoned the service provider requesting cancellation of my warranty policy and i phoned through the call center spoke to a lady consultant who processed my cancellation request and i asked the consultant in regards to the debit payment and she advised that my last debit payment will be on the last working day of January 2016 and to my amazement my account was debited on the 29/02/2016 after being assured by their best consultant that last payment is on the 31/01/2016 and after realizing that they have ********ly debited as it was confirmed that there will be no further debit payments , i then took the initiative of calling their call center to follow up on this unauthorized debit order and i was kept on hold for over 20 minutes without any assistance , called again the following day same outcome and i then sent them an email to contact me for clarity and no joy still got an automated response requesting my id , policy number and car registration , rep**** with the requested details and nothing then i followed up on email and again they send another email requesting the information i had already provided ,