I recently cancelled a debit order by mistake and I called your call centre and they said they will sort it out but they didn’t

I recently cancelled a debit order by mistake and I called your call centre and they said they will sort it out but they didn’t. I was surprised when I saw the email that my policy was cancelled. I went to the Checkers kiosk and found a very helpful Outsurance agent, she called the call centre and the person on the line was very helpful and my policy was reinstated.