very bad servise from liquid capital

i called liquid capital over a month ago, around may to request they cancel my one servise plan and keep the other however the lady by the name of Lesego Tlhabanyane who advised that my policy with cancel after 21 days and since the debit order will run, i must just reverse it, i then did that however to my suprise the debit order ran again this month and the policy is very much active and there is nothing in relations to my refund. is this the servise we getting, when we take the policy they advised how seemless the process is however this is a total nightmare. i sent Lesego an email again this morning following and there is no feedback non what so ever