Unauthorized debit

I asked them to cancel my retirement annuity mid July 2024. I was told they can't cancel it, they can change to a paid up status, which I agreed to.. They have been debiting my account after mid July 2024 three time already... I called them, submitted my bank statement as evidence.. I was refunded for the 2 months, then I was told my they didn't put a stop order on my account hence I was debited. I then asked them to correct it, I was promised by Christine, whom I spoke with on the 01/10/2024 that she will put the stop order on my account, which by the way was never done. I asked her that I would like to speak to a manager, she told me they are all in meetings and that I would get a call back, on the same day before close of business. It's been 2 weeks ans still no call.. I then send a follow up email last week Tuesday the 08/10/2024 and until now, still no feedback. I called today, spoke with Nicky, who did not even introduce herself as she was having a fat chat with her colleagues before responding to me. I informed her of my situation from the beginning, did the verification and everything.. I then told her I send my bank statement as evidence for my refund.. Nicky them told me that there is still no stop oree on my account, which means they were/are going to debit me again... I asked her to let me speak to a manager, which she put me on hold, came back and asked for my reference number that I got for my email sent last week. I ran out of airtime, and everytime I must top up to call over and over for the same thing.. I am disgusted in their service, no professionalism and can't honor their word... if I am having so much headaches with requesting a refund, I don't want to know how it will be when I should claim one day for a funeral policy I still have with them..I'm forced to give you guys that 1 star rating, BUT KNOW FORSURE, YOU GUYS DONT DESERVE STAR, service was mediocre. Hopefully now a manager will return my calls.. Why should one complain before your request gets attended too?? Pathetic Nad highly disgusted in how they treat their clients