Miway not sticking to agreement on policy.

After updating my policy and stipulating that the debit order must only come of on the 6 February 2016, it got debited on the 25 January. Then after having a hour long talk on the phone(29/01/2016) i was told that they can only look at it on 1 Monday 2016 but they are aware that the amount and date was wrong.. i have tried to contact the consultant that was dealing with my policy but still haven't had any refund or even response. This to me is unacceptable and look forward to canceling my policy as soon as i can speak to someone.