Agent processed after cancellation of Policy

On Friday, 23rd of January 2026, I requested a car insurance quote from OUTsurance. I kindly requested that nothing is processed until I gave the go ahead as I was yet to go view the vehicle on Saturday 24th of January 2026. On Saturday morning I sent an email to the agent and informed her I wont be proceeding with OUTsurance and could she please cancel the insurance cover. She rep**** on email and said I should confirm a time for her to call me si that I can cancel. I immediately rep**** and said she can call, she didn't call. Monday 27th of January 2026, I woke to a debimandate notification from my bank. I immediately emailed the agent asking what was going on as I had emailed and told her I wont be proceeding with OUTsurance. She called moments later, apologized and said she had "technical issues" on Saturday hence she didn't call me back for the cancellation. She proceeded to redirect my call to Retentions for cancelation. The lady at Retentions confirmed that the policy is canceled and my money would be reversed by Wednesday 28th of January 2026. On Tuesday the 28th of January 2026, I woke up to R1256,34 debited from my bank. I immediately sent the agent an email and told her to have my money reversed and the policy cancelled with immediate effect. This morning, Wednesday 28th of January 2026, I woke up to my money still not reversed and OUTsurance is still sending me emails and sms's to confirm my details because clearly there hasn't been any cancelation.

I just bought my very first vehicle, all I want to do is to celebrate instead of going back and forth and feeling ****med and taken advantage of by an agent from OUTsurance. I just want my money to be refunded and the policy to be canceled as I initially requested. The agent processed this transaction although I had canceled within 24hrs. I feel ****med.