Overdeducting Premiums & Bad Service

I cancelled my investment premiums in July, they even confirmed it was cancelled via email in July only for them to deduct my account on the 1st of August.

It has been over a month with no feedback no statements as requested, 4+ tellers informed me the situation was escalated after calling every week twice for updates only to be told today by another teller that there were no escalation done. I sent an email to the customer service which was ignored flat out.

Why is it so difficult to get good service in South Africa honestly, I did not expect this from them.