Ooba reinstated my cancelled policy

I cancelled a policy with Ooba in November 2018 and now it evidently has been reinstated at the end of february as a debit order was taken off my account. I sent an email about this on thursday 28th March and only today, have i been told that the matter has been referred to Hollard, and that their response time is 48 hours.

So i have to run after this company that has taken money off my account, it appears no one is taking ownership over what i perceive to be, is a rather straight forward problem.

Please help Thank you