Unauthorized debit orders

Signed up for Pineapple Insurance on 13th of December 2023 to be covered from 01 January 2024. An amount was taken from my bank account for the period 13th December 2023 to 31st December 2023 even though the policy clearly states that it only begins on 01 January 2024. After trying to use the chat function on 4 different occasions to get a refund, each time the consultant reads the message and does not respond, or no consultant attends to the message at all. The absence of a call centre/helpline makes it very difficult to be a customer of Pineapple Insurance.