Trying to worm their way out of payments and will not let you cancel

It first started with me having to pay cash for a bill and claim later. The money was sent to the one pet card which we then kept for the next time we needed it. This money was removed from the card by one pet. When we tried explaining to one pet what had happened no one there could comprehend the situation. Our account then gets suspended. We fight with them trying to sort it out, in the mean time we are paying for items that should be covered. Eventually we go to the Ombudsman. The Ombudsman notifies one pet and in return one pet charges us for a claim and says we owe them money. Clearly this people working here are ***********. After a few months they pay us out, but not close to what the Ombudsman complaint was for. Tired, we choose to cancel our policy. Cancellation was confirmed. Then for the first month I am not suppose to have the policy the deduct my account, PLUS, they increase my premium. Clearly, they did not cancel my policy. How *********** can you be? Or they just messing around to get as much money out of me as possible.