Policy cancelation from Nedbank

I took up a policy from nedbank of R129 however they have been debiting different figures every month and no communication was sent to me regarding this, i have decided to cancel the policy on Monday the 28 of January 2019 Belinda was the agent i spoke to, who advised the policy has been cancelled... I then asked the agent if the debit will go through as the policy has been canceled she advised that " No" they will not debit, then the following day i received a notification from them informing me that the debit order went through. I phoned them on Wednesday the 30th of January 2019 i was advised that the matter has been escalated to the Admin department and this will take 3-5 days... I then phoned them again on the 6th of February i was advised the funeral plan department can not assist me i need to speak to the billing department, spoke to the billing department who informed me they do not have rights from their end to process a the reversal, i was transferred back to the funeral plan team, advised the agent to have a look on the account as i was being passed from one department to another i ended up getting frustrated of explaining my self asked if i can speak to their team leader, the agent hang up on me. I have rang in 5 times today, the guys i spoke to put me on mute and hang up all 5 of them the service i have received from nedbank is shocking and i still do not know what to do with this matter. No one has returned the call back i was promised either.