***** transaction

I have cancelled my funeral policy with old mutual some months back and In December the same policy that I cancelled was debited from my account the funny part is when I called they told me my money will be refunded In the next 3 working days it has been 2 weeks. I wrote them an email telling them this is a ***** transaction cz I even have the physical cancelation documents posted at my resident ... I asked when will I get my money back ...the response is your debit order is active ...who activated it.... someone is benefiting with ***** transaction ,am not even their client