iwyze unauthorized debited my account

I contacted iwyze to get a quotation. I realized that they had already issued me a policy and sent a debit order approval request to my bank account. I called them and told them not to debit my account because I won't be taking insurance with them. They called and we cancelled the policy. Two days after. The debited my account. Why? I called again for clarity and to be refunded. The lady called Zinolia attended to me and asked me to send my ID Copy and a bank statement, and I will be refunded within 2 to 3 days, since this was an unauthorized debit. Today is day 5 and still not refunded.

First of all. It is ******** to take money from someone's account without authorization, which is what iwyze did. If we can listen to the recording, I stressed that they should not debit my account, but they did it anyway.