Poor service, poor communication, and refuse to refund a payment after I cancelled my policies..

Requested to cancel both of my policies to avoid another charge to my account. Come 1 November and they take two full payments. They took 3 days to respond to my request , every time with a different reason for not refunding me for the charges. One of it being, I only provided a policy number and didn't specify which part of it I want to cancel...Every response also takes 2-3 days. Today, their new reason for not refunding me is that I canceled too late, but nowhere in their response, was I informed of the required time for cancelation or that I have to take their slow response into account. I will NEVER make use of Old Mutual again. Poor investment, poor service and changing stories every time. I requested confirmation of cancellation of all my policies/benefits and HOPE to receive that (probably also only after 3 days) without any excuses why I cannot cancel either.