Poor Service and taking premiums without consent

I was contacted by a Platinum Life broker who advised me of a policy and send the policy schedule to me. As per the conversation with the broker, the policy will only be activated and premiums deducted once I have accepted the policy. I received the documents as mentioned and did not approve of the taking the policy, however the premium was deducted from my account. On Thursday (01 Aug 2019) i called to ask why and was told that policy needs to be cancelled and someone from the cancellation department would contact me and i will be refunded. To date (5 days later) still no response from you and i have not received a refund! I did not take a policy with you and I want this resolved immediately!