My account was debited 25 January 2021 when I sent a request for the debit order to stop on 08 January 2021

I phoned old mutual on Friday, 08 January 2021 to cancel a monthly retirement annuity debit order effective immediately. They told me to send a letter to *** - which I did on the same day, Friday 08 January 2021. I received an autoreply email on the day, and received feedback from NATALIE LOUW on Tuesday, 12 January 2021 that the request will be process within 3-7day. This morning my account was debited. I have sent the same request to different providers and of the three, old mutual is the only one who debited my account. The service is pathetic. I want a full refund or I will move my money elsewhere where I can get the service I deserve.