Will cancel you contact without your go ahead to collect cancellation fees

They cancelled my contract with them all because I enquired about cancellation cost due to being in an accident a few weeks prior. I called them 2 times over a weeks time telling them that I merely inquired about cancellation costs and not actually gave a go ahead for cancellation and that I want the cancellation reversed both times I was told it had been done. Month end came and my account was debited with the cancellation fee and not my monthly fee. I have called them 2 times since and I am still getting the run around my account is still cancelled on their side so I don't know what the first 2 people were saying about it being fixed. They seem to take it lightly taking thousands out of someone's account after they were called multiple times and told "I did not give the go ahead". This is just plain theft and deplorable service no other way to put it. Act like a company and no a conartist institution it can't be that hard.