Cancelation of funeral policy- Reimbur*****t of money

Good day, I cancelled my funeral policy at Absa Live and got confirmation of that, but the premiums is still deducted from my bank account, I requested a reimbur*****t for the money which was deducted for June 2026, I was informed they need my bank statement, not sure why because I send several of my banking details to Absa Live, fires I struggle to get Absa Live to use my Capitec account not my old Absa account, now I struggle to get them to reimburse the money.