BAD CUSTOMER SERVICE

I just wanted to disinvest all the funds in my Old Mutual invest plan and I filled in all the docs and was waiting for them to transfer them to my account when they debited my account again. I then asked them what will happen now that they debited me even though I had cancelled the plan and they assured me that they will refund me the amount that was debited and now I am following up on the amount that was debited on the 27th of Jan and suddenly they do not have any records of that last debit order! I am so annoyed as I have a statement as proof. Such bad customer service!