Bill for nothing - Incompetence at a high

I have requested life cover from Outsurance, however i have experienced some financial problems, requested them to cancel my life cover as i cant afford it now and will take out new cover at a later stage. Mr Fourie suggested we postpone i agreed, i requested it to be cancelled again had no response and got billed, i was not expecting this, now i am getting bad credit due to Outsurance and its staffs incompetence. However Michelle Surjoopersadh contacted me on the 1st of June stating they will refund and act on it, its now the 5th and still no response as a service provider there isn't any effort from Outsurance to provide quick easy and hassle free solutions, when they owe you it takes forever, but should you owe them they will work day and night to get what they want, guess its Outsurance needs 1st before clients. Should be with Outsurance we will always get something out. NOT THE WAY IT SHOULD BE!!!