Request not honoured

Two weeks ago I called the Miway Call centre and requested that my policy be suspended or cancelled as im currently unemployed. I spoke to a consultant who gave me excellent service . When my airtime ran out he called me back and transferred me to the relevant department and I was also assisted by another friendly consultant. let me start by acknowledging the excellent service I received from this consultant he did something very few companies do these days , treated me like a human being which I appreciated. he even went on to encourage me that things will work out for the better. he then advised that my policy needed to be reviewed and that I would then pay less but I still requested that it be suspended because whatever money I have left is to help me get by. to my surprise on Saturday I get an sms notification that Miway debited my account with the new revised amount . this is the second month I get debited even after calling to explain my current situation. Can I please get an explanation of why I was debited this month even after I was promised I would not be debited .