No feedback about debit order after cancellation

I received a quote for my car insurance with an excess amount of 2500. After accepting the quote the schedule stated a 10% of total claim plus a MINIMUM of R2500. I tried to contact my personal consultant numerous times with no success. NONE of my emails were answered and after numerous attempts I managed to cancel the policy before the activation date by phoning someone else. Even after cancellation they still deducted a debit order. I have yet again sent emails with NO response. Still awaiting!!!! This is unacceptable!!!!!