Debited without a policy

I was approached to retake 2 policies in October, I told the agent set it up for December, before the cooling off period was over I contacted them to please cancel as I won't be able to afford the payments until next year.I was debited on 01November , so a lady called and said she will sort it out by the 11th, I was paid.on the 30 November. Now I'm debited again and they are responding and telling me I have been refunded when you can clearly see the debit.I am so sad that this can occur you don't even pay back the bank fees for your mistakes and the people on the phone don't no what they doing