POLICY CANCELLED BUT DREW DEBIT ORDER

I cancelled my policy with Platinum Life and was told by the person who took the call that she could cancel everything there and then. Then a day later they put the debit order through. On speaking to customer services, a very abrupt and rude lady told me they would reverse the debit order, I should just wait. When I called a few days later she informed me I must wait 10 working days for them to pay me back, or prove the monies have come off my account. Is this not *****? If everything was cancelled there and then, how come they would still draw the debit order.