Charged despite canceling policy

Outsurance increased my premium to R1600 for a Celerio. I called them to cancel the policy on the 21st of August, they decided to reduce it to R1228 and said I could reduce it further by using smart drive. They then sent the new policy, on the 23rd I tried calling them to cancel but unfortunately it was after 13:00 and so couldn't get hold of them. I sent an email on that same day (respond to the email they sent) asking for the policy to be canceled. On the 24th, they sent me a message saying I have not been using smart drive. I ignored the message because I had already requested them to cancel my policy. I just received a notification that they debited my account despite me requesting them to cancel.