Moment insure the worst

I had a policy with Momentum they were debiting almost R500 which I told them to cancel so they have been taking money from my account which I managed to reverse two payments but now when I ask for a refund am told by a lady called Loveline that I must provide proof of the conversation when I told them to cancel, or I must call my network providers to give me proof since I do not have one cellphone number, so my concern is, it's easy for them to take money from our accounts but when they must refund you they tell you about audits and rules and procedures and say am sorry I can't help you...but is my money we talking about here which they were enjoying taking without my permission at that time... Momentum is full of nonsense I want my money back..period