Poor service

I was seen by a financial advisor to close my current retirement policy & to open a new one, I closed it in Adderley street on 17 Jan, they told me it would take about 7-10 working days for re-imbur*****t. I have not received anything yet, I contacted the financial advisor Ubaid and he said I should just wait as it could be a few days delayed. Then this morning I have two debit orders gone off for two retirement policies, which was not suppose to happen. I tried contacting Ubaid and no answer. I called the offices and no one has returned my call. I have proof that the one policy was cancelled, yet that debit has gone off as well. Im very annoyed