Old Mutual Bad Service

I cancelled a policy Apr 2019. To date they still took a premium under another policy we have with Old Mutual. They combined the amounts, therefor we could not see its a policy we cancelled. They told us the policy escalated and that is why its now so expensive. We pulled a Verify report and realized the policy we cancelled. We are now waiting more than a month for someone to get back to us on what is happening with the premiums they deducted for almost 2 years. They now say we cancelled policy 123456/1 and not the entire policy. The day our broker called to confirm cancellation, the email state policy 123456 was cancelled and no one mentioned only /1 was cancelled and /2 is still active. They dont come back to us to resolve this matter.