Zero assistance with cancellation of policy

I requested a policy cancellation in October, November was meant to be my last month. I sent a message on the app and even several emails where I was told a senior representative would call me to process my request, I had no such call or response from the app. Now they have debited my account, you are ripping people off, why is joining so easy but you treat us this way when we want to leave, you are holding people hostage