Refund for a cancelled policy

I had an investment policy with old mutual. I cancelled it on the 20th of August and sent all the required documents. I received the funds that I had invested. However old mutual continued to deduct money via stop order for September and October. I called at the end of September and requested a refund. The consultant said that the refund was automatic and that I’d receive the money after 41 day. I called again on the 10th of November seeing that 41 days had gone by and I had not received my refund, the consultant told me that I should have app**** for the refund and provided supporting documents. I am livid at the level of incompetence by these consultants, after waiting for sooo long for a refund I only get told now that I need to apply for a refund and wait another 41 day. Had this been told to me when I called in September I would have done so. I don’t understand why I have to fight people to get my hard earned money.