Terrible customer service

I cancelled my policy and was told that it's been canceled with immediate effect to try and stop the debit order from getting processed, to my surprise on the debit order date my account was debited. I then phoned to get them to reverse the amount and was informed that my account was still active However the agent will process my cancellation request and submit my case for investigation and then have the amount reversed. 4 days later I've received no feedback nor was the amount reversed, I decided to follow up today, the agent that answered told me to wait for 14 days for my refund!!!! So should I tell my kids that they'll only have food after 14 days?!!! Can someone please look into this and action my request