Unprofessional and ********* business practices when requesting policy cancellation

On 8 January 2025, I emailed Pineapple to inform them that I was cancelling my insurance policy from 20 January 2025. This was deliberate on my part because this is the date at which the cover renews each month and thus, there would be no need for premium or pro rata refunds to be processed in my favour. I explicitly stated in the email, in plain language, that I DID NOT wish for the policy to renew at the next debit order date. However, on the 9th of January, one of their ************ agents called Julian Hall, responded with an email stating "Your policy has been cancelled effective 20/02/25”, unilaterally changing my request. Later the same day, they sent a new debit order mandate without communicating what it was for?? Puzzled by this, I promptly responded to the email to point out that my request was for the policy to terminate by 20 January 2025 and asked that they update their records accordingly. After this, no response, other than from their automated bot came. On the 12th of January, I followed up asking Pineapple to amend their records as per my earlier request and once again they ignored me. Today, I woke up to discover that they had debited my account for a policy which I have technically cancelled. Needless to say, this is highly ********* and shameful conduct and is tantamount to theft! There is no other way to describe this behaviour... Distorting client requests, ignoring emails requesting a correction, sending debit order mandates without prior communication, and then continuing to charge premiums after policy cancellation. It is clear that this "error" was a deliberate act by this Julian and Pineapple to take money from my account without authorisation, knowing that it will take several days or even weeks to process a refund once money has landed in their account, and by the looks of it, after a protracted complaints process. I would have honestly considered insuring some of my home contents with them at a later stage but not when it's clear that they have agents who operate like ******.